User: Bgrenon
_pageName | Context |
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_pageName | Context |
&single | Use the journey action map report from the Performance tab to view the performance of an action map. |
ATC/AllDeprecations | |
ATC/Current/AdminGuide | Configure and administer Genesys Predictive Engagement for your organization. |
ATC/Current/AdminGuide/About action maps | Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey. |
ATC/Current/AdminGuide/About actions | An action represents the steps to take to engage with visitors or to further related business outcomes. |
ATC/Current/AdminGuide/About analytics | Learn how to evaluate how visitors use your website and determine the effectiveness of your action maps. |
ATC/Current/AdminGuide/About attributes | Attributes are conditions that affect when action maps trigger, and when users match segments and outcomes. |
ATC/Current/AdminGuide/About compliance and data | Tracking sensitive customer data requires compliance with GDPR and other regulations. |
ATC/Current/AdminGuide/About content offers | Learn how to create a content offer that engages visitors on your website and encourages them to take a pre-defined action. |
ATC/Current/AdminGuide/About data tracking | Learn how Genesys Predictive Engagement tracks visitor activity on your website. |
ATC/Current/AdminGuide/About global settings | Learn how to configure Genesys Predictive Engagement at a global (organizational) level. |
ATC/Current/AdminGuide/About journey data | Learn what types of customer journey data that you and your agents can see about a visitor's interactions with your website. |
ATC/Current/AdminGuide/About outcomes | Genesys Predictive Engagement uses AI-powered machine learning to predict the probability of visitors achieving your unique business outcomes. |
ATC/Current/AdminGuide/About Predictive Engagement's data tracking | Genesys Predictive Engagement tracks data about what visitors do on your website. |
ATC/Current/AdminGuide/About segments | Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them. |
ATC/Current/AdminGuide/About sessions | Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company. |
ATC/Current/AdminGuide/About web chats | Learn how to work with web chats in Genesys Predictive Engagement. |
ATC/Current/AdminGuide/About web messaging | Learn how to work with web messaging in Genesys Predictive Engagement. |
ATC/Current/AdminGuide/AboutArchFlows | Genesys Predictive Engagement integrates with third-party platforms using Genesys Cloud CX integrations, data actions, and Architect workflows. |
ATC/Current/AdminGuide/Action library | Learn how to create, edit, duplicate, revert, and archive content offers. |
ATC/Current/AdminGuide/Action Map Performance | Learn how to see when and how visitors interact with a specific action map. |
ATC/Current/AdminGuide/Action maps | Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors. |
ATC/Current/AdminGuide/Action settings | Configure frequency capping of web chats, content offers, and web messaging. |
ATC/Current/AdminGuide/Additional information | In Live Now, learn how to view details about a visitor's geographic location and the technology they use. |
ATC/Current/AdminGuide/Analytics data | Learn how Genesys Predictive Engagement processes data for reports, how to view updated reports, and how to see more precise data in reports. |
ATC/Current/AdminGuide/Apply | Learn how to specify the webpages where an action map triggers. |
ATC/Current/AdminGuide/AttributesJourney | Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage. |
ATC/Current/AdminGuide/AttributesVisitor | Learn about the types of attributes that identify visitors based on characteristics like location, browser, device type, and so on. |
ATC/Current/AdminGuide/Best practices | Learn about best practices for improving how you create outcomes. |
ATC/Current/AdminGuide/Blocked actions | Learn how the action maps engaged with the visitors of your website. |
ATC/Current/AdminGuide/Build attributes | Learn how to create attributes that identify which visitors belong to specific segments, which visitors achieve specific outcomes, and when to trigger action maps. |
ATC/Current/AdminGuide/BuildArchFlows | Prepare an Architect workflow to integrate Genesys Predictive Engagement with a third-party system. |
ATC/Current/AdminGuide/Campaign Attributes | Learn about the types of attributes that allow you to use UTM parameters to track web activity for a specific campaign. |
ATC/Current/AdminGuide/Chat offers | Learn how to create a web chat offer for your website. |
ATC/Current/AdminGuide/Configure content offer action map | Learn how to configure an action map to use a content offer action. |
ATC/Current/AdminGuide/Content offer lifecycle | See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and in determining the triggering behavior of action maps that use content offers. |
ATC/Current/AdminGuide/Content offers | Learn how to create a content offer for your website. |
ATC/Current/AdminGuide/ContentOffersOverview | Learn how to use content offers to present special promotions and information to visitors. |
ATC/Current/AdminGuide/Conversation sessions | Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents. |
ATC/Current/AdminGuide/Create messaging offer | Learn how to create a web messaging offer for your website. |
ATC/Current/AdminGuide/Custom attributes | Learn about custom attributes that allow you to identify groups of visitors based on characteristics and behaviors that are specific to your business. |
ATC/Current/AdminGuide/Customer details | In Live Now, learn how to see details about a visitor and their previous engagements with your company. |
ATC/Current/AdminGuide/Customer journey map | In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see icon descriptions. |
ATC/Current/AdminGuide/DeployTrackingSnippet | Deploy the Predictive Engagement tracking snippet to enable visitor tracking on your website. |
ATC/Current/AdminGuide/Entities Limit | View the maximum number of entities that you can create in your organization. |
ATC/Current/AdminGuide/FAQs | This page lists all FAQs for Genesys Predictive Engagement administrators. |
ATC/Current/AdminGuide/GDPR | Learn how to use Genesys Predictive Engagement in a GDPR-compliant way. |
ATC/Current/AdminGuide/Get Started GenesysCloud | To use Genesys Predictive Engagement, Genesys Cloud CX customers complete these initial tasks. |
ATC/Current/AdminGuide/Get Started GenesysEngage-cloud | To use Genesys Predictive Engagement, Genesys Multicloud CX-based customers complete these initial tasks. |
ATC/Current/AdminGuide/Get Started GenesysEngage-onpremises | To use Genesys Predictive Engagement, Genesys Engage on-premisess-based customers complete these initial tasks. |
ATC/Current/AdminGuide/Get Started PureConnect | To use Genesys Predictive Engagement, PureConnect customers complete these initial tasks. |
ATC/Current/AdminGuide/Get Started PureEngage Cloud | Genesys Multicloud CX-based customers should complete these initial tasks in order to use Genesys Predictive Engagement. |
ATC/Current/AdminGuide/How throttling works | Learn how throttling works for web chat offers.
Feature coming soon: Web messaging
This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. |
ATC/Current/AdminGuide/Journey action map report | Use the journey action map report from the Performance tab to view the performance of an action map. |
ATC/Current/AdminGuide/Journey outcome report | Use the outcome journey report from the Performance tab to view the performance of a determined outcome. |
ATC/Current/AdminGuide/Journey segment report | Use the journey segment report from the Performance tab to view the performance of a segment. |
ATC/Current/AdminGuide/JourneyAttributes | Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage. |
ATC/Current/AdminGuide/Live Now | Learn how to see real-time information about visitors on your website. Skip to the visit journey map or the description of the icons. |
ATC/Current/AdminGuide/Maintain | Learn how to search for, create, edit, duplicate, and delete action maps. |
ATC/Current/AdminGuide/Manage outcomes | Learn how to define the business goals that you want to track and predict.
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ATC/Current/AdminGuide/Manage segments | Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics. |
ATC/Current/AdminGuide/Messaging migration | Learn how to migrate your web chat offers to web messaging offers. |
ATC/Current/AdminGuide/Messenger configuration | Learn how to configure and deploy Genesys Messenger to your website. |
ATC/Current/AdminGuide/Monitor web chat performance | Determine how well your web chat offers are performing. |
ATC/Current/AdminGuide/Monitor web messaging performance | Determine how well your web messaging offers are performing. |
ATC/Current/AdminGuide/MonitorArchFlows | Monitor an action map that uses an Architect flow action to evaluate how well it's working. |
ATC/Current/AdminGuide/MonitorContentOffers | Determine how often visitors view and respond to your content offers. |
ATC/Current/AdminGuide/Operators | Limited Availability
Learn about the types of operators that you can use to create attributes. |
ATC/Current/AdminGuide/Outcome scores | In Live Now, learn how to recognize when a visitor is or is not progressing towards one of your business goals. |
ATC/Current/AdminGuide/Outcomes | Learn how to search for, create, edit, duplicate, and delete outcomes.
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ATC/Current/AdminGuide/Outcomes Overview | Genesys Predictive Engagement's AI-powered outcome scoring service learns to predict your business outcomes using machine learning models that are unique to your business.
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ATC/Current/AdminGuide/Override frequency capping | Learn how to override the global settings for frequency capping. |
ATC/Current/AdminGuide/Overview action maps | An action map represents the steps that Genesys Predictive Engagement takes to achieve a particular business result. |
ATC/Current/AdminGuide/OverviewArchFlows | Learn how to integrate Genesys Predictive Engagement with an external system using an Architect workflow, which is a webhook that provides real-time feeds. |
ATC/Current/AdminGuide/PreparePCArchFlows | Prepare a Genesys Cloud CX integration and data actions for use with an Architect flow action. |
ATC/Current/AdminGuide/Prioritize | Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors. |
ATC/Current/AdminGuide/PureEngagePrereqs | Review the Genesys Predictive Engagement prerequisites for Genesys Engage on-premisess customers. |
ATC/Current/AdminGuide/Route | Learn how to route an action map to an agent queue for chat offers. |
ATC/Current/AdminGuide/ScenarioArchFlows | Use Genesys Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. You can also provide agents with a script that they can use to create and update Salesforce leads. |
ATC/Current/AdminGuide/Schedules | If your action map offers a web chat, you can select a schedule group to indicate when your agents are available to receive web chats. Using a schedule group ensures that agents have time to end chat interactions during their shifts. |
ATC/Current/AdminGuide/Searches performed | In Live Now, learn how to see what a visitor searched for on your website. This information provides insight into their specific questions and prepares you to answer them. |
ATC/Current/AdminGuide/Segment examples | Review examples of segments to get ideas for your own segments. |
ATC/Current/AdminGuide/Segments | Learn how to search for, create, edit, duplicate, and delete segments. |
ATC/Current/AdminGuide/Segments assigned | In Live Now, learn how to use segments to understand what characteristics or behaviors a visitor shares with other visitors. |
ATC/Current/AdminGuide/Sessions events overview | Learn about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events. |
ATC/Current/AdminGuide/Tracking snippet | Learn about Genesys Predictive Engagement's tracking abilities and how you can start tracking visitors on your website. |
ATC/Current/AdminGuide/Trigger | Learn how to define a condition that causes Genesys Predictive Engagement to offer an action map to a particular visitor. |
ATC/Current/AdminGuide/Unknown users | In Live Now, learn how to recognize when Genesys Predictive Engagement does not recognize a visitor. |
ATC/Current/AdminGuide/Usage | Understand how you can monitor your usage charges for Genesys Predictive Engagement events. |
ATC/Current/AdminGuide/Use the Architect flow with an action map | Configure an action map to use an advanced orchestration flow action. |
ATC/Current/AdminGuide/View audit logs | Learn how to view Genesys Predictive Engagement audit logs. |
ATC/Current/AdminGuide/Visitor Activity | Learn how to view usage data for your website. |
ATC/Current/AdminGuide/Web chat lifecycle | See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
Feature coming soon: Web messaging
This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. |
ATC/Current/AdminGuide/Web chat overview | Get an overview of web chats and how they work. |
ATC/Current/AdminGuide/Web messaging overview | Learn about web messaging and how it works. |
ATC/Current/AdminGuide/Web sessions | Learn how to capture information about customer activity on your website and present it to agents. |
ATC/Current/AdminGuide/Web tracking | Configure how Genesys Predictive Engagement tracks visitors as they move through your website. |
ATC/Current/AdminGuide/Web tracking limit | View the maximum number of web tracking conditions and parameters you can create in your organization. |
ATC/Current/AgentGuide | Learn how to use Genesys Predictive Engagement. |
ATC/Current/AgentGuide/Additional information icons | Learn about the icons for browsers, devices, and operating systems that Genesys Cloud CX agents see when they review a session card for a visitor. |
ATC/Current/AgentGuide/Customer journey information | In Workspace Desktop Edition, the Genesys Predictive Engagement tab displays customer journey information. |
ATC/Current/AgentGuide/Device icons | Learn about the icons that appear on #mintydocs_link must be called from a MintyDocs-enabled page (ATC/Current/AgentGuide/Device icons). . |
ATC/Current/AgentGuide/FAQs | This page lists all FAQs for Genesys Predictive Engagement agents. |
ATC/Current/AgentGuide/GenesysEngage | Genesys Predictive Engagement presents customer journey information to agents. |
ATC/Current/AgentGuide/Get started GenesysCloud | Get started using Genesys Predictive Engagement for Genesys Cloud CX. |
ATC/Current/AgentGuide/Get started GenesysEngage | Get started using Genesys Predictive Engagement with Genesys Multicloud CX. |
ATC/Current/AgentGuide/Get started PureCloud | Get started using Genesys Predictive Engagement for Genesys Cloud CX. |
ATC/Current/AgentGuide/Get started PureConnect | Get started using Genesys Predictive Engagement with PureConnect. |
ATC/Current/AgentGuide/Get started PureEngage | Get started using Genesys Predictive Engagement with Genesys Multicloud CX. |
ATC/Current/AgentGuide/GPE Customer journey | Learn about the customer journey data that Genesys Predictive Engagement presents to agents in Genesys Cloud CX.
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ATC/Current/AgentGuide/How Predictive Engagement enriches your chat experience | Learn about a visitor's experience with Genesys Predictive Engagement on your website. |
ATC/Current/AgentGuide/Map icons | Learn about the icons that could appear on the visitor journey map. |
ATC/Current/AgentGuide/Map icons GC | Learn about the icons that appear on the customer journey map for Genesys Cloud CX beta customers. |
ATC/Current/AgentGuide/PureCloud | In Genesys Cloud CX, Predictive Engagement presents customer journey information to agents. |
ATC/Current/AgentGuide/PureConnect | Genesys Predictive Engagement presents customer journey information to agents. |
ATC/Current/AgentGuide/PureEngage | Genesys Predictive Engagement presents customer journey information to agents. |
ATC/Current/AgentGuide/Visitor information | Use Genesys Predictive Engagement's gadgets to explore information about a visitor. |
ATC/Current/Event | Learn how to track events with tag managers. |
ATC/Current/Event/6 Secs | Create a custom event tag and a corresponding segment in Genesys Predictive Engagement, and see visitors assigned to that segment in Live Now. |
ATC/Current/Event/About event tracking | Use your preferred tag manager to deploy Genesys Predictive Engagement tracking on your website and customize tracking behavior. |
ATC/Current/Event/About scenarios and best practices | Review business scenarios and best practices to improve and extend your tracking. |
ATC/Current/Event/About tag managers | Learn about the tag managers that you can use to customize and deploy Genesys Predictive Engagement tracking on your website. |
ATC/Current/Event/Adobe Launch | Learn how to use Adobe Launch to customize and deploy the Genesys Predictive Engagement tracking snippet. |
ATC/Current/Event/Chat-related tags | Review chat-related tags that you can use in your organization. |
ATC/Current/Event/Event click-related tags | Review event click-related tags that you can use in your organization. |
ATC/Current/Event/Examples of events | Review some examples of the types of tags that you can create and deploy with tag managers. |
ATC/Current/Event/Google Tag Manager | Learn how to use Google Tag Manager to customize and deploy Genesys Predictive Engagement tracking on your website. |
ATC/Current/Event/Messaging-related tags | Review messaging-related tags that you can use in your organization. |
ATC/Current/Event/Page-related tags | Review page-related tags that you can use in your organization. |
ATC/Current/Event/Product-related tags | Review product-related tags that you can use in your organization. |
ATC/Current/Event/Scroll to bottom | Learn how to create a custom event tag and a corresponding segment in Genesys Predictive Engagement. Then, use that segment with an action map and see in Live Now the visitors that the action map engaged. |
ATC/Current/Event/Wait too long | Create a custom event tag and a corresponding segment in Genesys Predictive Engagement, and see visitors assigned to that segment in Live Now.
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ATC/Current/PacingServiceDeployment | Learn the purpose of the Agent Pacing Service and the available documentation. |
ATC/Current/PacingServiceDeployment/About | Learn the purpose of the Agent Pacing Service and the available documentation. |
ATC/Current/PacingServiceDeployment/ArchitectureArticle | Read about performance and high availability considerations for Agent Pacing Service. |
ATC/Current/PacingServiceDeployment/ConfigurationArticle | Configure your pacing targets and how the Agent Pacing Service works. |
ATC/Current/PacingServiceDeployment/Installation | Complete the steps to install the Pacing Server. |
ATC/Current/PacingServiceDeployment/PacingIntro | Understand the concept of pacing and learn how the Agent Pacing Service ensures agents are available to assist customers. |
ATC/Current/PacingServiceDeployment/ProvisioningArticle | Use the provisioning tool or manually provision the Pacing Server. |
ATC/Current/PacingServiceDeployment/TroubleshootingArticle | Find solutions to some of the common problems with Agent Pacing Service. |
ATC/Current/SDK | Learn how to use the Journey JavaScript SDK to customize how Genesys Predictive Engagement tracks and manages customer activity on your website. Important The articles in this guide only apply to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. |
ATC/Current/SDK/About events methods | Events methods allow developers to build functionality that reacts to state changes in the SDK. Important This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. |
ATC/Current/SDK/About modules | Learn about optional JavaScript files that enhance the functionality that the Journey JavaScript SDK provides. |
ATC/Current/SDK/About the tracking snippet | Learn what happens after you deploy the tracking snippet on your webpages. |
ATC/Current/SDK/api.session.getCustomerCookieId | Learn how to obtain a customer's cookie ID. |
ATC/Current/SDK/api.session.getData | Learn how to obtain the data such as the short ID for a particular customer's session. |
ATC/Current/SDK/api.session.getId | Learn how to get the Id of a particular session. |
ATC/Current/SDK/autotrackClick | Learn how to configure which click events Genesys Predictive Engagement tracks on your websites. This configuration provides more accurate page tracking information for use in segments and outcomes. |
ATC/Current/SDK/autotrackIdle | Learn how to configure when Genesys Predictive Engagement detects inactivity on a webpage. This configuration provides more accurate page tracking information for use in segments and outcomes. |
ATC/Current/SDK/autotrackInViewport | Learn how to configure which element Genesys Predictive Engagement tracks on your websites as they appear and disappear from the viewport. This configuration provides accurate page tracking information for use in segments and outcomes. |
ATC/Current/SDK/autotrackOfferStateChangesInAdobeAnalytics | Learn how to track web chat and content offer state changes on a webpage and send them to Adobe Analytics. |
ATC/Current/SDK/autotrackScrollDepth | Learn how to configure which scroll milestones Genesys Predictive Engagement tracks on your websites. This configuration provides more accurate page tracking information for use in segments and outcomes. |
ATC/Current/SDK/autotrackURLChange | Learn how to customize tracking for Single Page Application (SPA) websites. Alternatively, use your preferred tag manager to customize and deploy the SPA tracking snippet. For more information, see About event tracking with tag managers. If you are just getting started, read Predictive Engagement tracking snippet. |
ATC/Current/SDK/Configure advanced tracking | Learn how to use the Journey JavaScript SDK to refine how Genesys Predictive Engagement tracks visitor data. Alternatively, you can refine tracking using your preferred tag manager. For more information, see About event tracking with tag managers. |
ATC/Current/SDK/Content offer lifecycle | See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and when determining the triggering behavior of action maps that use content offers. |
ATC/Current/SDK/Cookie usage | Configure how Genesys Predictive Engagement uses cookies to store customer data. |
ATC/Current/SDK/customAttribute | Learn how to use custom attribute to send additional information about your web events. |
ATC/Current/SDK/debug | Learn how to send helpful messages to the console when you are troubleshooting tracking behavior. |
ATC/Current/SDK/Destroy | Learn how to use the destroy method to stop all Journey JavaScript SDK activity and remove all tracking information. |
ATC/Current/SDK/Display icons in the Journey gadget | Learn how to use the SDK to display icons for tracked visitor behavior on the Journey map. |
ATC/Current/SDK/dom - ready | Learn how to specify a function handler to run when the DOM has loaded fully. |
ATC/Current/SDK/Exclude URL query parameters | Exclude irrelevant URL query parameters to improve analytics. |
ATC/Current/SDK/Form tracking API | Learn how to use an API to track form submission and abandonment events, including what information visitors provide in your forms. |
ATC/Current/SDK/Forms:track | Learn how to use theforms:track method to capture when visitors complete web-based forms. |
ATC/Current/SDK/Get started | Get started using the Journey JavaScript SDK. |
ATC/Current/SDK/Identify | Learn how to use the identify method to add information to a customer record. |
ATC/Current/SDK/Init | Learn how to use the init method to initialize the Journey JavaScript SDK. |
ATC/Current/SDK/Initialization Methods | View the methods that initialize and destroy the Journey JavaScript SDK. |
ATC/Current/SDK/initialized | Learn how to use the initialized method to receive notification when the Journey JavaScript SDK has initialized fully. |
ATC/Current/SDK/Load modules | Learn how to add the functionality of a module to the Journey JavaScript SDK. |
ATC/Current/SDK/Method reference | View a list of methods available in the Journey JavaScript SDK. |
ATC/Current/SDK/off | To unsubscribe from receiving notifications about a particular type of SDK activity, use ac('off'). |
ATC/Current/SDK/on | To subscribe to receive notifications about a particular type of SDK activity, use ac('on'). |
ATC/Current/SDK/once | To receive a notification for only the first SDK event for a particular type of activity, use ac('once'). |
ATC/Current/SDK/Pageview | Learn how to use the pageview method to track when visitors view your webpages. |
ATC/Current/SDK/Record | Learn how to use the record method to capture website events. |
ATC/Current/SDK/serialize | Learn how to use the serialize method to submit serialized data from a form. |
ATC/Current/SDK/Session methods | View the methods that allow you to obtain data about a specific session. |
ATC/Current/SDK/Track hash portion | Track the #hash portion of URL fragments to include relevant information in analytics. |
ATC/Current/SDK/Tracking Methods | Learn about the methods available in the Journey JavaScript SDK that you can use to extend and enhance how Genesys Predictive Engagement tracks visitor activity on your website. |
ATC/Current/SDK/Traits mapper | Learn how to map multiple records for the same customer to see more complete customer profiles in Live Now. |
ATC/Current/SDK/Types of tracked data | Learn how to track different types of data using Journey SDK. |
ATC/Current/SDK/Use canonical URL | Track the canonical URL of a page for precise pageview counts. |
ATC/Current/SDK/Use Events methods with content offers | See examples of how to use Events methods with content offers. |
ATC/Current/SDK/Use Events methods with web actions | Use Events methods to subscribe to events that occur during the lifecycle of Genesys Predictive Engagement web actions such as web chats and content offers. This raw data can be streamed to third-party analytics platforms or to tag management platform data layers for use in analytics and reporting platforms. |
ATC/Current/SDK/Use Events methods with web chats | See examples of how to use Events methods with web chats. |
ATC/Current/SDK/Utility Methods | Learn how to simplify calls to the Journey JavaScript SDK collection methods. |
ATC/Current/SDK/Web chat lifecycle | See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats. |
ATC/Current/SDK/Web tracking API | Learn how to track visitor activity using an API. |
ATC/Current/WDEPlugin | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
ATC/Current/WDEPlugin/About | The Genesys Predictive Engagement plugin for Workspace Desktop Edition presents customer journey information from Genesys Predictive Engagement content in Genesys Multicloud CX agent workspaces. |
ATC/Current/WDEPlugin/Configure GenAdmin | Configure the Genesys Predictive Engagement Plugin for Workspace Desktop Edition. |
ATC/Current/WDEPlugin/InstallWDEplugin | This article describes how to install the Genesys Predictive Engagement Plugin for Workspace Desktop Edition. |
ATC/Current/WDEPlugin/PrerequisitesArticle | This article describes the prerequisites for the Genesys Predictive Engagement Plugin for Workspace Desktop Edition. |
ATC/Data retention change | Genesys is reducing the data retention period for journey history in Genesys Predictive Engagement from 365 days to 60 days. |
ATC/Deprecation-API endpoint change for web gateway service | |
ATC/Deprecation-Deprecation of OS Family attribute | |
ATC/Deprecation-Deprecation: Existing permission to view Live Now replaced by a new permission | |
ATC/Deprecation-Deprecation: former customer journey tab | |
ATC/Deprecation-Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions | |
ATC/Deprecation-Deprecation: identify journey SDK method | |
ATC/Deprecation-Deprecation: Journey customer service deprecation | |
ATC/Deprecation-Deprecation: select filters on journey event metrics | |
ATC/Deprecation-Journey Reporting Service | |
ATC/Deprecation-Select trait mapper traits | |
ATC/Deprecation-Smart Tags | |
ATC/Deprecation-TESt | |
ATC/Deprecation-Webhooks | |
ATC/GenesysEngage-cloudPrereqs | Genesys Predictive Engagement has specific prerequisites for Genesys Multicloud CX deployments. |
ATC/GenesysEngagePrereqs | Genesys Predictive Engagement has specific prerequisites for Genesys Engage on-premisess deployments. |
ATC/GenesysWidgetsIntegration | Genesys Predictive Engagement integrates with Genesys Cloud CX to initiate web chats with website visitors. |
ATC/Glossary | Glossary of terms for Genesys Predictive Engagement |
ATC/GPEandWidgets | Learn why and how to configure a widget for use with Genesys Predictive Engagement. |
ATC/GPESFLightning | Integrate Genesys Predictive Engagement in Salesforce Lightning so that agents can view customer journey data. |
ATC/outcome limitation change | Genesys is reducing the number of outcomes that an organization can have to 10. |
ATC/Predictive Engagement Developers | Learn about the Genesys Predictive Engagement resources available for developers. |
ATC/Predictive Engagement overview | Genesys Predictive Engagement is an AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes. |
ATC/ProvisioningMulticloudCX | This article describes the essential provisioning steps to enable a hybrid integration between Genesys Engage on-premises deployments and Genesys Cloud CX services. This enables you to access many of the great Genesys Cloud CX Services in your On-Premises deployments. |
ATC/RequiredPCDomains | For agents to view journey context data from Genesys Predictive Engagement, specific Genesys Cloud CX domains must be available. |
AUTH/Current/AuthPEGuide | Find links to all the topics in this guide. |
AUTH/Current/AuthPEGuide/Architecture | Learn about No results architecture. |
AUTH/Current/AuthPEGuide/Configure | Learn how to configure Genesys Authentication. |
AUTH/Current/AuthPEGuide/Deploy | Learn how to deploy Genesys Authentication into a private edition environment. |
AUTH/Current/AuthPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
AUTH/Current/AuthPEGuide/Metrics | Learn which metrics you should monitor for Genesys Authentication and when to sound the alarm. |
AUTH/Current/AuthPEGuide/MixedProv | Learn how to provision Security Assertion Markup Language-based single sign-on for private edition and mixed mode deployments when you do not have access to Agent Setup. |
AUTH/Current/AuthPEGuide/Observability | |
AUTH/Current/AuthPEGuide/Overview | Learn about Genesys Authentication and how it works in Genesys Multicloud CX private edition. |
AUTH/Current/AuthPEGuide/Planning | Find out what to do before deploying Genesys Authentication. |
AUTH/Current/AuthPEGuide/Provision | Learn how to provision Genesys Authentication. |
AUTH/Current/AuthPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Genesys Authentication. |
Blueprints/Current/Collected | Find links to downloadable blueprints per Genesys platform. |
Blueprints/Current/Collected/About | Find links to downloadable blueprints per Genesys platform. |
Blueprints/Current/Collected/GenesysEngage | Find downloadable blueprints for Genesys Multicloud CX |
Blueprints/Current/Collected/PureConnect | Find downloadable blueprints for PureConnect. |
Blueprints/Current/Collected/PureEngage | Find downloadable blueprints for Genesys Multicloud CX |
ContentAdmin/Internal/ReleaseNote/Designer | |
ContentAdmin/Internal/Small/OpenShift | Enabling monitoring in OpenShift Container Platform allows cluster administrators, developers, and other users to specify how services and pods are monitored in projects. After you enable this feature, you can query metrics, review dashboards, and manage alerting rules and silences for your projects in the OpenShift Container Platform web console. |
ContentAdmin/Internal/Small/Test1 | TEST2 A content offer is a type of Predictive Engagement action that enables you to deliver personalized offers to your website visitors. |
ContentAdmin/Internal/Small/Test3 | Testing upgraded PHP |
ContentAdmin/Internal/Small/Test5 | Intro statement summarizing this page. |
ContentAdmin/Internal/WritersGuide/Access | Grant editing and preview access to all.docs.content. |
ContentAdmin/Internal/WritersGuide/Accessibility | Create accessible content so that all users can obtain the same information, regardless of impairment type. |
ContentAdmin/Internal/WritersGuide/Accessibledocs | Explains the tasks needed to ensure you documentation is accessibility for people with visual or auditory impairments. |
ContentAdmin/Internal/WritersGuide/Acrolinx | Acrolinx is server-based content optimization software that uses preconfigured terminology sets and grammar rules to check your documents for errors and inconsistencies in terminology, style, and sentence construction. |
ContentAdmin/Internal/WritersGuide/AltText | Guidelines for creating alt text for images. |
ContentAdmin/Internal/WritersGuide/Boilerplate | This topic contains reusable text for common situations, such as "you might not be able to do this...." |
ContentAdmin/Internal/WritersGuide/Branding | Usage guidelines for Genesys Cloud CX, Genesys Multicloud CX, and Genesys Engage branding terminology. |
ContentAdmin/Internal/WritersGuide/Context statements | NO: |
ContentAdmin/Internal/WritersGuide/Creating videos | Create masterpiece videos that wow our customers. |
ContentAdmin/Internal/WritersGuide/Diagrams | Diagrams are helpful.... |
ContentAdmin/Internal/WritersGuide/EOL | What to do when a product reaches End of Life or End of Support. |
ContentAdmin/Internal/WritersGuide/How It Works pages | How It Works pages are a systematic effort to overcome and resist siloing by showing, at a high level, how a particular piece of functionality works across the suite. Most workspaces have an associated HIW page. |
ContentAdmin/Internal/WritersGuide/Inclusive language | Understand what phrases to use and avoid in order to create content that is inclusive. |
ContentAdmin/Internal/WritersGuide/Introduction to MintyDocs | This is the place to start to get a high-level understanding of our MintyDocs platform. |
ContentAdmin/Internal/WritersGuide/Linking | How to link in MintyDocs. |
ContentAdmin/Internal/WritersGuide/Longdesc | Explains how to add long descriptions to call out and procedural graphics as well as diagrams. |
ContentAdmin/Internal/WritersGuide/MacrosNJobAids | A number of templates supplement the wiki edit buttons to help you format pages and generally assist you in managing and developing content. |
ContentAdmin/Internal/WritersGuide/Managing Image files | Manage image, gif, and video files on your mintypages. |
ContentAdmin/Internal/WritersGuide/MintyDocs training | Learn how to work with MintyDocs with these training videos. |
ContentAdmin/Internal/WritersGuide/Observability | Observability is the industry-standard term to describe logging, monitoring, and alerting. Learn how to use the custom page types and forms to document service-specific information about observability in private edition. |
ContentAdmin/Internal/WritersGuide/PEArchDiagrams | Create private edition architecture diagrams that are easy to read and understand—and that represent the unified voice of Genesys. |
ContentAdmin/Internal/WritersGuide/Posting non-wiki documents | Occasionally there is a need to post non-wiki documents, such as PDF files, HTML files, or Excel spreadsheets. |
ContentAdmin/Internal/WritersGuide/Redirects | Edit the generic manual redirects from docs.genesys.com to point to specific topics in all.docs. |
ContentAdmin/Internal/WritersGuide/Release Notes | Process and procedures for RN generation. |
ContentAdmin/Internal/WritersGuide/RNTips | Learn some tips on working with different aspects of Release Notes in all.docs. |
ContentAdmin/Internal/WritersGuide/Story Points | Learn how to use Story Points in your JIRA tickets. |
ContentAdmin/Internal/WritersGuide/Story Points FAQ | FAQs from the Monday sessions |
ContentAdmin/Internal/WritersGuide/Thirdpartydocs | Processes for third-party/vendor to create documentation. |
ContentAdmin/Internal/WritersGuide/Tips | Learn some tips on working with different aspects of all.docs. |
ContentAdmin/Internal/WritersGuide/Typography | Become familiar with our wiki typographical standards. |
ContentAdmin/Internal/WritersGuide/VPAT | If your product is being updated to support accessibility requirements, you will be asked to create an Accessibility page in your content to describe how it’s handled and include a link to a VPAT (Voluntary Product Accessibility Template) report. A VPAT report explains how your product meets or conforms to the 508 standards for IT accessibility. |
ContentAdmin/Internal/WritersGuide/Working with Fennec Feedback | Learn how to address user feedback you receive for your documents through the Fennec widget. |
ContentAdmin/Internal/WritersGuide/Working with TOCs | Learn how to create and work with the TOC. The content here is the contextual help that is displayed for the EditTOC form. Access this help by clicking the (?) icon in the Construct TOC/navigation tree for this manual page. |
DC/9.0.0/Deployment | Find links to all the topics in this guide. |
DC/9.0.0/Deployment/Deploy | Learn how to deploy Digital Channels as a service in a Kubernetes cluster. To use Docker Compose to deploy Digital Channels in a non-production environment, see Deploy Digital Channels using Docker Compose. |
DC/9.0.0/Deployment/DeploymentOverview | Find out the options for deploying Digital Channels.
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DC/9.0.0/Deployment/DeployReq | Learn how to configure your tenant resources for Digital Channels, either before or after you Deploy Digital Channels in Kubernetes. |
DC/9.0.0/Deployment/Docker | Learn how to deploy Digital Channels as a service in a non-production lab environment using Docker Compose. To deploy Digital Channels in a Kubernetes cluster for a production or non-production environment, see Deploy Digital Channels in Kubernetes. |
DC/9.0.0/Deployment/GMA | Learn how to enable SMS media and outbound email campaigns for Digital Channels. |
DC/9.0.0/Deployment/Overview | Find out how Digital Channels opens up Workspace Web Edition to chats and SMS. |
DC/9.0.0/Deployment/Provision | Learn how to enable your tenant for Digital Channels. |
DC/9.0.0/Deployment/ProvisionAPI | Learn how to provision API keys for Digital Channels. |
DES/Current/Deployment | |
DES/Current/Deployment | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
DES/Current/Deployment/Deploy | Learn how to deploy Designer as a service in a Kubernetes cluster (for DesDepMnfst versions prior to v9010005). |
DES/Current/Deployment/DeployDesigner | Learn how to deploy Designer as a service in a Kubernetes cluster (for DesDepMnfst v9010005 and above). |
DES/Current/Deployment/DeployDesigner9012214 | Learn how to deploy Designer as a service in a Kubernetes cluster (for DesDepMnfst v9012214 and above). |
DES/Current/Designer | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
DES/Current/Designer/Activity | Add this block to the Self Service or Assisted Service phase of an application when you want to start or stop activity in a report. |
DES/Current/Designer/AdminBar | Learn how manage Administrator settings for Designer. |
DES/Current/Designer/AnalyticsBar | Learn how Designer Analytics can provide you with a deeper insight into your contact center operations. |
DES/Current/Designer/AppDetailsDash | The Application Details dashboard provides details about how customers are moving through your application flows. |
DES/Current/Designer/ApplicationPhases | Application flows are comprised of sections of common blocks, known as application phases. Learn about the role each phase plays within the Designer application flow. |
DES/Current/Designer/ApplicationsBar | Create new applications and make changes to existing ones. |
DES/Current/Designer/ApplicationSettings | Learn how to configure the settings for your application. |
DES/Current/Designer/AppStruc | Learn how to use builds and streams to manage the Designer application development workflow. |
DES/Current/Designer/AssignVar | Use the Assign Variables block to assign a new value or expression to user variables. |
DES/Current/Designer/AutomatedMessage | Use the Automated Message block to create and send an email to a customer. |
DES/Current/Designer/Blocks | Learn how functional blocks are used to build Designer applications. |
DES/Current/Designer/BotBlock | Use the Bot block to add a chatbot to your application. |
DES/Current/Designer/BotRegistry | Learn how to add external bot services to the Designer Bot Registry so you can use them in your applications. |
DES/Current/Designer/BotsDash | Use the Bots Dashboard to evaluate and analyze the performance of your voice and chat bots. |
DES/Current/Designer/BusCtrlDash | The Business Control dashboard provides near real-time metrics on the runtime usage of Emergency Flags, Business Hours Block, Special Days, and Data Tables. |
DES/Current/Designer/BusinessCtrlBlocks | The Business Controls blocks control the various operational aspects of your business. |
DES/Current/Designer/BusinessHrs | Use the Business Hours block to inform customers that your business is closed. |
DES/Current/Designer/BusinessObjectsBar | The Business Controls pages help you to manage resources and settings that are specific to your site, such as Business Hours, Emergency Flags, Special Days, and Data Tables. |
DES/Current/Designer/CallbackASAP | Use this block to set up immediate callbacks. |
DES/Current/Designer/CallbackAvail | This block checks if there are any available slots for the customer's preferred callback date and time. |
DES/Current/Designer/CallbackBlocks | Learn about the Callback blocks available in Designer. |
DES/Current/Designer/CallbackCancel | This block enables you to cancel a callback. |
DES/Current/Designer/CallbackExisting | This block checks if an existing callback already exists for a customer's phone number in the specified virtual queue. |
DES/Current/Designer/CallbackSched | This block can be used to book a scheduled callback. |
DES/Current/Designer/CallbackV2 | This block allows callers to request or schedule a callback. |
DES/Current/Designer/CallbackVqWatermark | You can use this block to check the number of active callbacks that are currently queued for a specific virtual queue (VQ). |
DES/Current/Designer/CallData | Use this block to read and write data that can be accessed from both inside and outside the application. |
DES/Current/Designer/ChangeLang | Use this block to change the language of the application and its associated audio resources. |
DES/Current/Designer/ChangePersona | Use this block when you want to dynamically change the persona being used by an application throughout the course of an interaction. |
DES/Current/Designer/ChatCustomMessage | Use this block to send a custom chat message to a contact. |
DES/Current/Designer/ChatMessage | Use this block to send a chat message to a contact. |
DES/Current/Designer/ChatTranscript | Use this block to send a transcript of the chat to the email address specified in a contact's profile. |
DES/Current/Designer/Classify | You can use this block to classify a digital interaction based on certain keywords in the content. |
DES/Current/Designer/ClickToCall | Use this block to add Click-to-Call-In Match functionality to your application. |
DES/Current/Designer/CustomService | Use this block to access a custom service that was created for you by Genesys. |
DES/Current/Designer/CustomVars | Learn how to create and edit custom variables to use in standard responses. |
DES/Current/Designer/DataBlocks | The Data blocks help you to set up and manage various data handling functions within an application. |
DES/Current/Designer/DataTable | Use this block when you want an application to reference one of your data tables. |
DES/Current/Designer/DataTables | Learn about data tables and how you can use them in your applications. |
DES/Current/Designer/DataTablesDash | This dashboard displays the disposition data of your applications in a table. |
DES/Current/Designer/Debug | Use this block to debug runtime logic that isn't running as intended. |
DES/Current/Designer/DefaultRouting | Learn how default routing works in Designer. |
DES/Current/Designer/DesBusinessHours | Set up and manage the hours of operation for your business. |
DES/Current/Designer/DigitalResourcesBar | Set up and manage digital resources for your applications, such as standard responses. |
DES/Current/Designer/DurationsDash | Learn about the Durations dashboard and the reports it contains. |
DES/Current/Designer/ECMAScript | In certain blocks, you can use ECMAScript expressions to perform dynamic operations while an application is running. For example, you can use ECMAScript expressions to assign values to variables or perform certain functions, like sorting an array. |
DES/Current/Designer/EmailApp | Designer includes a digital application package that contains everything you need to get started with the Genesys Multicloud CX Email solution. |
DES/Current/Designer/Emergency | Use this block to add a conditional emergency option to your application. |
DES/Current/Designer/EmergencyFlags | Learn how to create and manage Emergency Flags that your application can use to handle emergency conditions. |
DES/Current/Designer/ExtServBlocks | The External Services blocks enable your application to interact with an external service, such as a custom service that Genesys has provided to your company, or an external system that stores and exposes data through a REST web service. |
DES/Current/Designer/ExtServDash | Learn about the External Services dashboard and the reports it contains. |
DES/Current/Designer/Features | Learn about common tasks for administrators in Designer. |
DES/Current/Designer/FieldCodes | Learn how to create and edit fields codes to use in standard responses. |
DES/Current/Designer/FileSizeRef | This page provides information about the maximum permitted file sizes for resources being uploaded or imported/exported from Designer. These limitations help to ensure that your operations continue to run efficiently with minimal interruption. |
DES/Current/Designer/GetChatTranscript | This block enables you to store the contents of the latest chat transcript in a variable which can then be referenced at a later point in the application flow. For example, you might want to retrieve the chat transcript and send it to multiple email recipients. |
DES/Current/Designer/GetStarted | Learn how to get started with Designer. |
DES/Current/Designer/GoTo | Use this block to jump to another block in the application. |
DES/Current/Designer/HeatmapsDash | Learn about the Heatmap dashboard and the reports it contains. |
DES/Current/Designer/HTTPREST | Use this block to access an external system using a RESTful API over HTTP. |
DES/Current/Designer/InputsDash | Learn about the Inputs dashboard and the reports it contains. |
DES/Current/Designer/IntelligentPrompts | Intelligent prompts are pre-recorded audio files that sound similar to natural human speech. They can be arranged to be spoken in a way that adheres to regional standards, such as when presenting a currency denomination or a date. |
DES/Current/Designer/LogicCtrlBlocks | Use these blocks to add logic functions to an application. |
DES/Current/Designer/ManageDash | Learn how to manage the Designer Analytics dashboards. |
DES/Current/Designer/MediaResources | Learn about managing media resources and collections. |
DES/Current/Designer/Menu | Use the Menu block to present a list of choices to customers. |
DES/Current/Designer/MenuOption | This block appears automatically in the Application Flow if at least one DTMF key is enabled in a Menu block. You can use it to set up handling for when the associated option is selected. |
DES/Current/Designer/Milestone | This block enables you to mark key moments while the application is running. |
DES/Current/Designer/Naming | Recommendations for naming Designer applications and resources. |
DES/Current/Designer/Partitions | PBAC enables Designer Administrators to control which resources users have access to. |
DES/Current/Designer/PathDash | Learn about the Path dashboard and the reports it contains. |
DES/Current/Designer/Personas | Choosing a persona for your application can provide customers with a more personalized experience. |
DES/Current/Designer/PII | Learn how to assign rules and actions to incoming messages, emails, and workitems to protect your customers' private information. |
DES/Current/Designer/PlayMessage | This block enables you to play a message to a customer. For example, you might play a greeting or provide some instructions. |
DES/Current/Designer/PredictiveRouting | If your site is enabled for Genesys Predictive Routing, you can use the Predictive Routing block to route an interaction to the agent with the highest likelihood of a successful outcome. |
DES/Current/Designer/QueryVQs | This block enables your application to determine the Estimated Wait Time (EWT) for multiple virtual queues. |
DES/Current/Designer/RecordCall | This block enables you to control call recording. For example, you can start or stop recording when certain conditions are met. |
DES/Current/Designer/RecordUtterance | This block enables you to capture a voice recording of a customer. |
DES/Current/Designer/ReportingBlocks | The Reporting blocks help you to manage certain reporting functions within an application, such as to start or stop an activity or indicate the progress of an application. |
DES/Current/Designer/Resources | This page provides general details about working with resources in Designer. |
DES/Current/Designer/Return | This block is used to return control from a Shared Module to the application (or Shared Module) that called it. |
DES/Current/Designer/Route | Use this block to route digital interactions to agents based on various routing criteria. |
DES/Current/Designer/RouteAgent | This block enables you to route to an agent based on the specified Agent ID and Virtual Queue, Agent Login and SIP Switch, or Last Called Agent. |
DES/Current/Designer/RouteCall | Use this block to route calls to an agent based on various criteria. |
DES/Current/Designer/RoutingAlgorithms | Learn about the different types of routing algorithms that you can select in the Route Call and Route (Digital) blocks. |
DES/Current/Designer/RoutingBlocks | Use the Routing blocks to specify how an interaction should be routed when certain conditions are met. |
DES/Current/Designer/RoutingDash | Learn about the Routing Analysis dashboard and the reports it contains. |
DES/Current/Designer/SankeyDash | Learn about the Sankey Path Analysis dashboard and the reports it contains. |
DES/Current/Designer/SavePublish | Learn how to save, validate, and publish your applications. |
DES/Current/Designer/SDRDash | Learn about the Session Detail Records dashboard and the reports it contains. |
DES/Current/Designer/SdrRef | This page lists some of the most commonly used Session Detail Record (SDR) fields. |
DES/Current/Designer/Security | Learn about the various roles and permissions in Designer. |
DES/Current/Designer/Segmentation | This block enables an application to take a different path when certain conditions are met. |
DES/Current/Designer/SendEmail | This block enables Designer to send an email that an agent created in advance. |
DES/Current/Designer/SendSMS | The Send SMS block lets you send an SMS (Short Message Service) message to a customer. To use this block, your site must be enabled for Digital Channels. For more information, contact your Genesys representative. |
DES/Current/Designer/SharedMod | Use this block when you want to reference a Shared Module in an application. |
DES/Current/Designer/SharedModulesBar | Learn how to manage shared modules, which are small pieces of applications that you can use in other applications. |
DES/Current/Designer/SmartApp | The SMART Inbound Voice Routing application is a baseline application designed to operate with multiple profiles that you can define and manage using Business Controls. |
DES/Current/Designer/SpecialDay | Use this block to define holidays and other special days. |
DES/Current/Designer/SpecialDays | Set up and manage Special Days (such as holidays) that you can reference in your applications. |
DES/Current/Designer/SpeechGrammarsBar | A speech grammar defines the list of phrases or options that the caller can input when they use your application. |
DES/Current/Designer/SpikesDash | Learn about the Spikes dashboard and the reports it contains. |
DES/Current/Designer/StandardResponses | Learn how to manage the standard responses you send to customers. |
DES/Current/Designer/StartTreatment | Use this block to play an uninterrupted busy treatment to a customer as their call is being routed. |
DES/Current/Designer/Statistic | Use this block to retrieve statistics that can be used for routing interactions. |
DES/Current/Designer/SummaryDash | Learn about the Summary dashboard and the reports it contains. |
DES/Current/Designer/SunburstDash | Learn about the Sunburst Path Analysis dashboard and the reports it contains. |
DES/Current/Designer/Survey | Use this block to set up a survey that you can offer to customers. |
DES/Current/Designer/SurveyBlocks | These blocks help you to set up and offer surveys to customers. |
DES/Current/Designer/SurveysDash | The reports on this dashboard provide information related to your survey applications. |
DES/Current/Designer/TerminateCall | Use this block to end the interaction and jump directly to the Finalize phase of the application. |
DES/Current/Designer/TerminateChat | Use this block to end the interaction and jump directly to the Finalize phase of the application. |
DES/Current/Designer/Transfer | This block enables you to transfer a call to another destination. |
DES/Current/Designer/Troubleshooting | This page describes how to generate network logs from different types of browsers. If you are experiencing issues with Designer, this information can be used to assist with troubleshooting. |
DES/Current/Designer/TxnList | Use this block when you want to assign transaction list values to variables. |
DES/Current/Designer/UpgradeNotes | Important information about Designer upgrades. |
DES/Current/Designer/UserInput | This block enables you to collect information from the customer. |
DES/Current/Designer/UserIntBlocks | These blocks help you to interact with customers, such as by offering menus, collecting information, or playing messages. |
DES/Current/Designer/ValidatePhoneNumber | Use this block with Callback to validate phone numbers and provide support for international phone numbers. |
DES/Current/Designer/Variables | Learn how to use variables in Designer. |
DES/Current/Designer/VoiceMail | Use this block to route calls to voicemail. |
DES/Current/DESPEGuide | This document guides you through the process of deploying and configuring Designer and Designer Application Server (DAS) as a service in a Kubernetes (K8s) cluster. |
DES/Current/DESPEGuide/AKS | Learn more about specific settings that you have to configure when deploying Designer on Azure Kubernetes Service (AKS). |
DES/Current/DESPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
DES/Current/DESPEGuide/Configure | Learn how to configure Designer. |
DES/Current/DESPEGuide/Deploy | Learn how to deploy Designer into a private edition environment. |
DES/Current/DESPEGuide/EnableFeatures | Learn how to enable optional features in Designer post deployment. |
DES/Current/DESPEGuide/GKE | Learn more about specific settings that you have to configure when deploying Designer on Google Kubernetes Engine (GKE). |
DES/Current/DESPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
DES/Current/DESPEGuide/Logging | Learn how to configure log levels for Designer and DAS. |
DES/Current/DESPEGuide/Observability | |
DES/Current/DESPEGuide/OpenShift | Learn more about specific settings that you have to configure when deploying Designer on OpenShift. |
DES/Current/DESPEGuide/Overview | Learn about Designer and how it works in Genesys Multicloud CX private edition. |
DES/Current/DESPEGuide/Planning | Find out what to do before deploying Designer. |
DES/Current/DESPEGuide/Provision | Learn about the Configuration Server objects and settings required for Designer. |
DES/Current/DESPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Designer. |
DES/DesHWSizCal | Use this Excel workbook to calculate the hardware requirements needed to handle your expected user load. |
DES/TSExtAPICallsSerReqs | Learn what happens when a Designer application makes an HTTP REST call using the HTTP REST block and how to troubleshoot issues with external API calls or service requests from Designer. |
Developer/APIbyService | This page lists specific API content by Genesys technology area. |
Docker/Current/Troubleshooting | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
Docker/Current/Troubleshooting/About | Containers are running instances of an Image. This manual provides details on running containers and troubleshooting them. |
Docker/Current/Troubleshooting/Running Containers | Instructions to run the Docker containers. |
Docker/Current/Troubleshooting/Troubleshooting | How to troubleshoot docker containers |
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL AUDIT LOG | This table allows facts and dimensions to be described by data lineage attributes. |
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL ETL HISTORY | No results |
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL EXTRACT HISTORY | No results |
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL GDPR HISTORY | No results |
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL PURGE HISTORY | No results |
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL TRANSFORM HISTORY | No results |
GAA/Current/WDEPlugin | The Genesys Agent Assist plugin for Workspace Desktop Edition provides real-time transcription and knowledge suggestions based on the context of a live conversation between a customer and an agent.
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GAA/Current/WDEPlugin | The Genesys Agent Assist plugin for Workspace Desktop Edition provides real-time transcription and knowledge suggestions based on the context of a live conversation between a customer and an agent. |
GAA/Current/WDEPlugin/ConfigureAAGoogleAccount | To work with the Agent Assist feature, use your Google account to create a Google Cloud Project and Dialogflow artifacts. |
GAA/Current/WDEPlugin/ConfigureGenAdmin | Import the Genesys Agent Assist configuration metadata in Genesys Administrator and configure the Genesys Agent Assist plugin. Importing the Agent Assist Plugin application metadata enables you to:
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GAA/Current/WDEPlugin/InstallAAIntegration | Install Google Dialogflow Agent extension for your organization to support your hybrid integration. Then, create and configure OAuth client credentials in Genesys Cloud CX. |
GAA/Current/WDEPlugin/InstallWDEplugin | This article describes how to install the Genesys Agent Assist Plugin for Workspace Desktop Edition. |
GAA/Current/WDEPlugin/PrerequisitesArticle | This article describes the prerequisites for the Genesys Agent Assist Plugin for Workspace Desktop Edition. |
GAM/Current/Admin | Configure and administer nGAGEMENT for your organization. |
GAM/Current/Admin/About metrics | nGAGEMENT provides a standard set of metrics that you can gamify and track to measure how successful your organization is at achieving its objectives. |
GAM/Current/Admin/About user accounts | Learn how to manage agent, team leader, and manager accounts. |
GAM/Current/Admin/Available metrics | Learn what standard metrics are available, their gamified display type, and whether they are configurable for specific queues, media types, and wrap-up codes. |
GAM/Current/Admin/Configure challenges and leaderboard settings | Learn how to set the scopes for challenges and the leaderboard, and set the date range for displaying the leaderboard. |
GAM/Current/Admin/Configure leaders | Learn how to configure manager and team leader accounts. |
GAM/Current/Admin/Configure login exceptions | Learn how to configure login and logout exceptions that determine when agents can earn all their points. |
GAM/Current/Admin/Configure metrics | Manage the metrics that you want to gamify and track. |
GAM/Current/Admin/Configure powerhouse performance points | Learn how to set the daily minimum performance points required for an agent to obtain the Daily Powerhouse. |
GAM/Current/Admin/Get nGAGEMENT | nGAGEMENT is a premium application that you purchase and install from Genesys AppFoundry. For more information, see About the AppFoundry in the Genesys Cloud CX Resource Center. |
GAM/Current/Admin/Initial configuration | Learn how to complete the initial nGAGEMENT configuration after the nGAGEMENT setup wizard completes. |
GAM/Current/Admin/Manage preset filters | Learn how to create and modify custom groupings of agents (for example, your new hires or part-time agents) for viewing purposes. The filters are available to use in several places in the application; for example, when viewing agent schedules and progress. |
GAM/Current/Admin/Manage user passwords | Learn how to change an agent's or team leader's password. |
GAM/Current/Admin/Manage your user settings | Learn how to manage your user account settings. |
GAM/Current/Admin/Metric display types | View the gamified display types that nGAGEMENT uses to render a metric's KPI targets and points. For more information about metrics, see available metrics. |
GAM/Current/Admin/nGAGEMENT setup wizard | Learn how to use the setup wizard to complete the initial setup process. |
GAM/Current/Admin/Open Settings page | Learn how to manage nGAGEMENT and user account settings. |
GAM/Current/Admin/Submit support ticket | Learn how to submit a support ticket to request assistance with using nGAGEMENT or report an issue. |
GAM/Current/Admin/Subscribe to nSight | Learn how to receive a weekly email that provides a summary of agent performance; highlights and lowlights; and usage of the nGagement platform. |
GAM/Current/Admin/View current users | Learn how to generate and export a list of current nGAGEMENT users. |
GAM/nGAGEMENT overview | nGAGEMENT is a cloud-based performance management and employee engagement solution that gamifies your contact center. |
GAM/nGAGEMENT permissions | View permissions for nGAGEMENT. |
GAM/nGAGEMENT system requirements | Review the system requirements for nGAGEMENT. |
GAMD/Current/Admin | |
GAMD/Current/Admin | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GAMD/Current/Admin/ConfigCIF1 | Procedure to configure the Adapter with CIF V1.0. |
GAMD/Current/Admin/ConfigCIF2 | Procedure to configure the Adapter with CIF V2.0. |
GAMD/Current/Admin/ConfigSP | Steps to configure screen-pops in Microsoft Dynamics 365 with CIF versions 1.0 or 2.0 or Microsoft USD. |
GAMD/Current/Admin/ConfigUSD | Procedure to configure the Adapter with Microsoft USD. |
GAMD/Current/Admin/ConfigWFDes | Steps to configure the Workflow Designer. |
GAMD/Current/Admin/CustomSP | Steps to generate new unmanaged solutions and create new screen-pop scenarios. |
GAMD/Current/Admin/Descript | The Workflow Designer allows you to customize Workflows through a graphic interface. |
GAMD/Current/Admin/FunctionSP | Screen pops display a relevant record from Microsoft Dynamics 365 or Microsoft USD when agents receive or make calls. |
GAMD/Current/Admin/FunctionWFDes | Workflow Designer features and workings. |
GAMD/Current/Admin/Install365 | Steps to install or update the Gplus Adapter in Microsoft Dynamics 365. |
GAMD/Current/Admin/InstallUSD | Steps to install or update the Gplus Adapter in Microsoft Unified Service Desk (USD). |
GAMD/Current/Admin/InstallWFDes | Procedure to install the Workflow Designer for the Gplus Adapter for Microsoft Dynamics 365. |
GAMD/Current/Admin/Packages | Download the Gplus Adapter for Microsoft Dynamics package here. |
GAMD/Current/Admin/Prereq365 | Preconditions and browser requirements of the Gplus Adapter for Microsoft Dynamics 365 with CIF versions 1.0 or 2.0. |
GAMD/Current/Admin/PrereqUSD | Preconditions and browser requirements for the Gplus Adapter for Microsoft Dynamics 365 Desktop Application with CIF versions 1.0 or 2.0. |
GAMD/Current/Admin/Start | Concepts and procedures relevant to contact center administrators to implement the Gplus Adapter for Microsoft Dynamics 365. |
GAMD/Current/Admin/WFDebug | The Workflow Debugger allows you to test Workflows simulating the Gplus Adapter's functioning. |
GAMD/Current/Admin/WorkAH | The Gplus Adapter creates Activity History entries in Microsoft Dynamics 365 and Microsoft USD at the end of an inbound or outbound call. |
GAMD/Current/Agent | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GAMD/Current/Agent/Access | The Gplus Adapter for Microsoft Dynamics 365 enables you to handle Genesys contact center functions from Microsoft Dynamics 365 or Unified Service Desk (USD). |
GAMD/Current/Agent/ActivityH | The Gplus Adapter works with the Microsoft Dynamics 365 or Unified Service Desk (USD) Activity History records by adding details about the interactions you handle. |
GAMD/Current/Agent/Basics | Logging in and getting ready to receive and make calls. |
GAMD/Current/Agent/ClickCall | Click-to-call makes connecting to your customers easy. |
GAMD/Current/Agent/Descript | The Gplus Adapter for Microsoft Dynamics 365 provides integrated management of communication channels within the Microsoft Dynamics 365 CRM. |
GAMD/Current/Agent/Inbound | What you must know to handle incoming calls from known and unknown contacts. |
GAMD/Current/Agent/Outbound | All you need to know to manage outgoing calls. |
GAMD/Current/Agent/Performance | The Performance Tracker helps you check your statistics within the contact center. |
GAMD/Current/Agent/ScreenPops | When you receive an interaction, a contact record pops up in Microsoft Dynamics 365 or Unified Service Desk (USD). |
GAMD/Current/Agent/Workitem | Here is everything you require to know to handle incoming WorkItems interactions with the Gplus Adapter for MS Dynamics |
GAMD/Current/ReleaseNote | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GASL/8.5/Agent | |
GASL/8.5/Agent | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GASL/8.5/Agent/ACWtimer | (OpenUI mode) If your administrator has configured it, you will see this additional After Call Work (ACW) Timer in your CTI toolbar that provides you with the time remaining of your after call work period. |
GASL/8.5/Agent/Features | Lists new features and feature enhancements in the Adapter releases. |
GASL/8.5/Deployment | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GASL/8.5/Deployment/ACWtimer | For the OpenUI mode only, the After Call Work (ACW) timer enables agents to see their remaining after call work time. |
GASL/8.5/Deployment/Changes | Supplements or replaces information currently in the Gplus Adapter for Siebel CRM 8.0 Deployment Guide and the Supplement to Gplus Adapter for Siebel CRM 8.0 Deployment Guide. |
GASL/8.5/Deployment/CustSblIPs | Starting with Siebel IP 2017, take into account significant changes to customization techniques. |
GASL/8.5/Deployment/Dataprotect | Selective protection of sensitive data is improved with the ability to hide DTMF-related information (for example, digits) in Logs, via Communication Server options. |
GASL/8.5/Deployment/Features | Lists new features and feature enhancements in the Adapter releases and deployment impact. |
GASL/8.5/Deployment/SblIPs | Siebel IP2017, IP2018, IP2019, IP2020, IP2021 are supported. |
GASN/Current/Admin | |
GASN/Current/Admin | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GASN/Current/Admin/ActivHist | The Gplus Adapter creates Activity History entries in ServiceNow at the end of an inbound or outbound call. |
GASN/Current/Admin/Adapter configuration | This section explains how to set up the Gplus Adapter for ServiceNow. |
GASN/Current/Admin/Adapter installation | This section describes how to install and configure the Gplus Adapter for ServiceNow. |
GASN/Current/Admin/Click2Call | Click-to-call makes outbound calls easier. |
GASN/Current/Admin/Config | Procedure to configure the Adapter with ServiceNow. |
GASN/Current/Admin/Install | Steps to install or update the Gplus Adapter in ServiceNow. |
GASN/Current/Admin/Packages | Download the Gplus Adapter for ServiceNow package here. |
GASN/Current/Admin/Prereq | Preconditions and browser requirements of the Gplus Adapter for ServiceNow. |
GASN/Current/Admin/Prerequisites and browser support | This section describes preconditions and browser requirements of the Gplus Adapter for ServiceNow. |
GASN/Current/Admin/Screen pop configuration | This section explains how to configure and customize screen pops. |
GASN/Current/Admin/ScreenPops | Screen pops display a relevant record from ServiceNow when agents receive or make calls. |
GASN/Current/Admin/Start | Concepts and procedures relevant to contact center administrators to implement the Gplus Adapter for ServiceNow. |
GASN/Current/Agent | |
GASN/Current/Agent | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GASN/Current/Agent/Gplus Adapter basics | Here is an introduction to the Gplus Adapter for ServiceNow. |
GASN/Current/Agent/Handle workitems | Here is everything you require to know to handle incoming WorkItems interactions with the Gplus Adapter for ServiceNow. |
GASN/Current/Agent/Make outbound calls | Here is everything you require to know to handle outgoing interactions with the Gplus Adapter for ServiceNow. |
GASN/Current/Agent/Manage inbound calls | Here is everything you require to know to handle incoming interactions with the Gplus Adapter for ServiceNow. |
GASN/Current/Agent/Screenpop in ServiceNow | Screen pops display a relevant record from ServiceNow when agents receive or make calls. |
GASN/Current/Agent/Supported features | This section presents the Gplus Adapter supported features that require a more in-depth explanation. |
GDE/9.0/ReleaseNote | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GDE/9.0/User | This user guide will get you up and running with Genesys Dialog Engine, a tool that enables you to create chat bots that can listen and respond to customers in a way that resembles a live agent. You’ll learn some basics, and then how to create and train your own chat bot. |
GDE/9.0/User | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GDE/9.0/User/About | This User Guide is designed to get you up and running with Genesys Dialog Engine, a tool that enables you to create bots capable of listening and responding to customers in a way that resembles a live agent. You'll learn some basics, and then how to create and train your own bot. |
GDE/9.0/User/Configuration | Learn how to configure your chat bot. |
GDE/9.0/User/Confirmations | A confirmation is the message sent by the bot to confirm that it has understood the user's Intent. |
GDE/9.0/User/Create a bot | A bot can either use an existing NLU Domain or it can operate as an independent entity. |
GDE/9.0/User/Create your first Chat Bot | This section will walk you through the process of creating and running your first chat bot. |
GDE/9.0/User/Domains | A domain is an area of knowledge that you're building a conversation for. |
GDE/9.0/User/Entities | An entity is a possible piece of information that can be used in an utterance. |
GDE/9.0/User/Intents | An Intent describes a task that a user wants to do. |
GDE/9.0/User/Overview | Genesys Dialog Engine helps you to create bots through a natural language understanding (NLU) engine that can understand and process information provided as input. |
GDE/9.0/User/Slots | A slot is a specific piece of information that can be derived from an utterance and mapped to an entity. |
GDE/9.0/User/Testing your Chat Bot | Training your bot is the most important part of your bot's performance. |
GDE/9.0/User/Training your Chat Bot | Improve your domain model by identifying slots and intents. |
GDE/9.0/User/Utterances | An utterance is what the user communicates to describe their intent. |
GDE/9.0/User/Viewing Analytics | Understand your bot's performance and use it to improve the bot. |
GDE/Current/User | |
GDE/Current/User | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GDE/Current/User/Adding Knowledge | Add predefined questions and answers to your bot allowing it to understand and respond to conversations. |
GDE/Current/User/Bots | A bot is a virtual agent that can serve as a starting point for conversations before live agents join the conversation. |
GDE/Current/User/Configuration | Modify your bot's settings. |
GDE/Current/User/Confirmations | A Confirmation is the message sent by the bot to confirm that it has understood the user’s intent. |
GDE/Current/User/Create your first Chat Bot | This article will walk you through the process of creating and testing your first chatbot. |
GDE/Current/User/Intent Accuracy Report | Learn to understand and use the Intent Accuracy Report feature. |
GDE/Current/User/Intent Disambiguation | Learn how to configure the bot to choose the right intent from multiple possible intents. |
GDE/Current/User/Intents | An Intent describes a task that a user wants to do. |
GDE/Current/User/Overview | Genesys Dialog Engine helps you to create bots through a natural language understanding (NLU) engine that can understand and process information provided as input. |
GDE/Current/User/Slots | A Slot is a specific piece of information that can be derived from an utterance and is used to fulfill the user's intent. Each slot is mapped to a Slot Type. The slot type defines the type of information that the bot should look for as the slot within an utterance. |
GDE/Current/User/Testing your Chat Bot | It is very important to test how your bot works. The Test Bot feature allows you simulate a conversation with your bot.
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GDE/Current/User/Training your Chat Bot | Improve your bot by training it to recognize intents and slot accurately using the Learning page. |
GDE/Current/User/Utterances | An Utterance is what the user communicates to describe their intent. |
GDE/Current/User/Versioning Bots | Learn how to create multiple versions of your bot |
GDE/Videos | Watch videos about Genesys Dialog Engine
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GDL/9.0/Deployment | Genesys Data Layer Lab Version. |
GDL/9.0/Deployment | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GDL/9.0/Deployment/About | Genesys Data Layer Lab Version. |
GDL/9.0/Deployment/Access Docker Container | Accessing Docker Container |
GDL/9.0/Deployment/Access Log and Volume Files | Debugging log files for troubleshooting. |
GDL/9.0/Deployment/Configure Producer and Consumer Config | Configuring client side ports to access Kafka layers. |
GDL/9.0/Deployment/Deploy Clusters | Deployment of GDL clusters in Docker environment. |
GDL/9.0/Deployment/Docker Ready Environment | Docker Setup Instructions |
GDL/9.0/Deployment/Environmental Variables | Environment variables in GDL |
GDL/9.0/Deployment/Installing GDL | Installation steps from Installation Package (IP) files. |
GDL/9.0/Deployment/Life cycle of Docker Container | Life cycle of Docker Containers |
GDL/9.0/Deployment/Overview | Overview about Genesys Data Layer |
GDL/9.0/Deployment/Pre-Requisites | Prerequisities for GDL |
GDL/9.0/Deployment/Prepare for Operating System | Detailed Instructions to set up CentOS/7 in Windows 10 Environment |
GDL/9.0/Deployment/Preparing to Install GDL | Hardware requirements for Installing Genesys Data Layer. |
GDL/9.0/Deployment/Restart Kafka clusters | How to restart Kafka clusters? |
GDL/9.0/Deployment/Verify GDL Docker Container | Verification steps for GDL Docker. |
GDL/9.0/ReleaseNote | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GDL/9.0/ReleaseNote/GDL-Dec-20 | Stub page as target for the html RN stub included in the IP. This page redirects to the top-level About page |
GenesysEngageMulticloud/Current/GECUG | Introduction to the Genesys Multicloud CX User Guide. |
GenesysEngageMulticloud/Current/GECUG/Accessibility | Provides information on Genesys support for standards to make software accessible to people with disabilities. |
GenesysEngageMulticloud/Current/GECUG/AnalyticsServices | Describes Genesys Multicloud CX Analytics. |
GenesysEngageMulticloud/Current/GECUG/BasicCloudServiceElements | An introduction to the Genesys Multicloud CX Service elements. |
GenesysEngageMulticloud/Current/GECUG/Billingmeasurementdefinitions | Provides Genesys Multicloud CX billing measurement definitions |
GenesysEngageMulticloud/Current/GECUG/CollaborationServices | Describes Genesys Multicloud CX Collaboration. |
GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy | Explains the Genesys Multicloud CX data retention policy. |
GenesysEngageMulticloud/Current/GECUG/DigitalServices | Describes Genesys Multicloud CX Digital. |
GenesysEngageMulticloud/Current/GECUG/InboundServices | Describes Genesys Multicloud CX Inbound. |
GenesysEngageMulticloud/Current/GECUG/IntegrationServices | Describes Genesys Multicloud CX Integration. |
GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices | Describes Genesys Multicloud CX Omnichannel Desktop. |
GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices | Describes Genesys Multicloud CX Open Platform. |
GenesysEngageMulticloud/Current/GECUG/OutboundServices | Describes Genesys Multicloud CX Outbound. |
GenesysEngageMulticloud/Current/GECUG/RoutingServices | Describes Genesys Multicloud CX Routing. |
GenesysEngageMulticloud/Current/GECUG/SelfServeAutomationServices | Describes Genesys Multicloud CX Self-service and automation. |
GenesysEngageMulticloud/Current/GECUG/Support | Describes the support documentation for Genesys Multicloud CX services. |
GenesysEngageMulticloud/Current/GECUG/WEMServices | Describes Genesys Multicloud CX Workforce Engagement Management (WEM). |
GenesysEngageMulticloud/Current/GECUG/Wirelessoutofbandmgmt | Explains the Genesys Multicloud CX wireless out-of-band management restrictions associated with the use of wireless devices in Genesys data centers. |
GenesysEngageMulticloud/EmployeeOnly/PMORef | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GenesysEngageMulticloud/EmployeeOnly/PMORef/GenesysEngagecloudcapabilities | See the capabilities, use cases, network protocols, and compliance standards that Genesys Multicloud CX supports on Azure and AWS. |
GenesysEngageMulticloud/Library/Library | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
GVP/Current/GVPPEGuide | Find links to all the topics in this guide. |
GVP/Current/GVPPEGuide/Architecture | Learn about GVP architecture. |
GVP/Current/GVPPEGuide/Architecture-HL | Learn about the architeture for this service.No results architecture |
GVP/Current/GVPPEGuide/ArchitectureGVPConfigurationServer | Learn about the architeture for this service.No results - configuration serverarchitecture |
GVP/Current/GVPPEGuide/ArchitectureGVPMediaControlPlatform | Learn about the architeture for this service.No results - media control platformarchitecture |
GVP/Current/GVPPEGuide/ArchitectureGVPReportingServer | Learn about the architeture for this service.No results - reporting serverarchitecture |
GVP/Current/GVPPEGuide/ArchitectureGVPResourceManager | Learn about the architeture for this service.No results - resource managerarchitecture |
GVP/Current/GVPPEGuide/ArchitectureGVPServicDiscovery | Learn about the architeture for this service.No results - service discoveryarchitecture |
GVP/Current/GVPPEGuide/Configure | Learn how to configure Genesys Voice Platform. |
GVP/Current/GVPPEGuide/Deploy | Learn how to deploy Genesys Voice Platform (GVP) into a private edition environment. |
GVP/Current/GVPPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
GVP/Current/GVPPEGuide/Logging | Learn how to store logs for Genesys Voice Platform. |
GVP/Current/GVPPEGuide/Observability | |
GVP/Current/GVPPEGuide/Overview | Learn about Genesys Voice Platform and how it works in Genesys Multicloud CX private edition. |
GVP/Current/GVPPEGuide/Planning | Find out what to do before deploying Genesys Voice Platform. |
GVP/Current/GVPPEGuide/Provision | Learn how to provision Genesys Voice Platform. |
GVP/Current/GVPPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Genesys Voice Platform. |
GWS/Current/GWSPEGuide | Find links to all the topics in this guide. |
GWS/Current/GWSPEGuide/Architecture | Learn about No results architecture. |
GWS/Current/GWSPEGuide/Configure | Learn how to configure GWS Services. |
GWS/Current/GWSPEGuide/ConfigureIngress | Learn how to configure GWS Ingress. |
GWS/Current/GWSPEGuide/ConfigureTLS | Learn how to configure Transport Layer Security and authentication for connections to third-party services and non-containerized Genesys servers. |
GWS/Current/GWSPEGuide/Deploy | Learn how to deploy GWS Services into a private edition environment. |
GWS/Current/GWSPEGuide/DeployIngress | Learn how to deploy GWS Ingress into a private edition environment. |
GWS/Current/GWSPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
GWS/Current/GWSPEGuide/Logging | |
GWS/Current/GWSPEGuide/Metrics | Learn which metrics you should monitor for Web Services and Applications and when to sound the alarm. |
GWS/Current/GWSPEGuide/Overview | Learn about Genesys Web Services and Applications and how it works in Genesys Multicloud CX private edition. |
GWS/Current/GWSPEGuide/Planning | Find out what to do before deploying Genesys Web Services and Applications. |
GWS/Current/GWSPEGuide/Provision | Learn how to provision Genesys Web Services and Applications. |
GWS/Current/GWSPEGuide/ProvisionAS | Learn how to provision Agent Setup. |
GWS/Current/GWSPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall GWS. |
GWS/Current/GWSPEGuide/UpgradeIngress | Learn how to upgrade, rollback or uninstall GWS Ingress. |
IXN/Current/IXNPEGuide | Find links to all the topics in this guide. |
IXN/Current/IXNPEGuide/Architecture | Learn about Interaction Server architecture. |
IXN/Current/IXNPEGuide/ArchitectureIXN | Learn about the architeture for this service.No results architecture |
IXN/Current/IXNPEGuide/Configure | Learn how to prepare and configure deployment of Interaction Server (IXN) using Helm chart. |
IXN/Current/IXNPEGuide/Deploy | Learn how to deploy Interaction Server (IXN) into a private edition environment. |
IXN/Current/IXNPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
IXN/Current/IXNPEGuide/Logging | Learn how to store logs for Interaction Server. |
IXN/Current/IXNPEGuide/Observability | |
IXN/Current/IXNPEGuide/Overview | Learn about Interaction Server and how it works in Genesys Multicloud CX private edition. |
IXN/Current/IXNPEGuide/Planning | Find out what to do before deploying Interaction Server. |
IXN/Current/IXNPEGuide/Provision | Learn how to provision Interaction Server. |
IXN/Current/IXNPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Interaction Server. |
Mixed/Current/Deployment | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
Mixed/Current/Deployment/GeneralArchitecture | Learn about the general architecture of a mixing Genesys Multicloud CX containers with a Genesys Engage environment. |
Mixed/Current/Deployment/IVWWESIP | Learn about how to implement the Inbound Voice Agent Workspace / Workspace Web Edition (SIP) Mixed Mode use case with your Genesys Engage environment. |
Mixed/Current/Deployment/IVWWEWebRTC | Learn about how to implement the Inbound Voice with WebRTC Mixed Mode use case with your Genesys Engage environment. |
Mixed/Current/Deployment/Overview | Learn about what Mixed Mode is and why you should use it if you are a Genesys Engage customer. |
Mixed/Current/Deployment/StandaloneReportingUI | Learn about how to implement the Reporting Mixed Mode use case with your Genesys Engage environment. |
Mixed/Current/Deployment/SuiteRequirements | Learn about what you need to set up and use Genesys Multicloud CX containers with your Genesys Engage components. |
Mixed/Current/Deployment/TLSLegacySever | Learn about how to set up TLS connections between Genesys Web Services and your Genesys Engage servers. |
Mixed/Current/Deployment/UseCases | Learn about what Mixed Mode use cases are and which ones are right for your business. |
PE-GPR/9.0.0/Deployment | This guide covers the following topics, enabling you to plan, set up, and maintain the on-premises components in your Genesys Predictive Routing (GPR) environment. GPR enables you to match interactions with agents for optimal outcomes. |
PE-GPR/9.0.0/Deployment/architecture | This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Multicloud CX. |
PE-GPR/9.0.0/Deployment/ASCops | You can monitor Data Loader status using the log events that Message Server sends to Solution Control Interface. |
PE-GPR/9.0.0/Deployment/cfgAsc | Data Loader uploads and joins data from various sources in your environment to create datasets, which form the basis on which Predictive Routing (GPR) can score agents and improve key performance indicator (KPI) outcomes. |
PE-GPR/9.0.0/Deployment/cfgSubroutines | Genesys Predictive Routing (GPR) provides subroutines components that are integrated with your Genesys Routing solution. The subroutines are placed within an existing strategy, where they add agent scoring and best-match functionality that enables you to fine-tune the routing of a specific interaction to the agent who can best handle it, based on the KPIs you want to optimize. |
PE-GPR/9.0.0/Deployment/dataReqs | Certain requirements and limitations apply to the data that you upload to GPR. This topic explains these requirements, and also presents data security and anonymization. |
PE-GPR/9.0.0/Deployment/DL-CFEP | The Cloud Feature Engineering Pipeline (CFEP) facilitates computation of aggregated features and complex data joins for more broad-based predictive analysis. |
PE-GPR/9.0.0/Deployment/DL-CfgFile | Learn how to configure Data Loader to upload data to your instance of the GPR Core Platform for analysis and agent scoring. |
PE-GPR/9.0.0/Deployment/DL-EKS | Deploy Data Loader in Docker containers hosted on Amazon Elastic Kubernetes Service (EKS). |
PE-GPR/9.0.0/Deployment/envPrereqs | Genesys Predictive Routing (GPR) includes several components. This topic provides an overview of the prerequisite hardware and software required to run each component.
It also includes an interoperability table, showing which versions of the Genesys components required to run an end-to-end GPR solution are compatible. Important In addition to the prerequisites noted here, see the Genesys Supported Operating Environment Reference Guide, which provides operating system, database, and browser requirements information for most Genesys products. |
PE-GPR/9.0.0/Deployment/gdpr | This page describes product-specific aspects of Predictive Routing support for the European Union's General Data Protection Regulation (GDPR) in hybrid and Genesys Multicloud CX deployments. |
PE-GPR/9.0.0/Deployment/GIMintegration | Genesys Predictive Routing (GPR) can supply a variety of information about routing outcomes for use by the Genesys reporting applications. GPR sends data for historical reporting in Key-Value Pair. This KVP data, which is stored in the Info Mart database, can also to be fed back into GPR to refine predictors. In addition, Stat Server sends this KVP data to Pulse for real-time reporting. |
PE-GPR/9.0.0/Deployment/GPRbilling | GPR generates data that is used to determine which interactions are billable. |
PE-GPR/9.0.0/Deployment/ixnFlows | Learn about Predictive Routing interaction flows, how the URS Strategy Subroutines work together to score agents and identify a routing target, how URS ranks agents by score, and how GPR handles agent reservation. |
PE-GPR/9.0.0/Deployment/JoiningData | Prior to uploading data to the GPR application, you can join interaction data with the available outcome, Agent Profile or Customer Profile data to create Datasets that provide richer feature sets from which to create Predictors and Models. |
PE-GPR/9.0.0/Deployment/quickStart | To use Genesys Predictive Routing (GPR), you'll need to install and configure the products and components listed below. |
PE-GPR/9.0.0/Deployment/sizing | Use the Excel worksheet linked below to calculate hardware sizing guidelines for the on-premises GPR components in your environment. |
PE-GPR/9.0.0/Deployment/startStop | This topic explains how to start and stop Data Loader, and how to enable or disable use of Predictive Routing when routing interactions. |
PE-GPR/9.0.0/Help | This Help explains how ADMIN and REVIEWER users can access the Genesys Predictive Routing (GPR) web application for the following tasks:
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PE-GPR/9.0.0/Help/AgtVarReport | Success using Genesys Predictive Routing (GPR) depends on the presence of variance in agent performance for a target metric. The more variance between agents, the greater the impact of choosing better agents. |
PE-GPR/9.0.0/Help/AIMonitoring | Gain insight into your Machine Learning model performance factors to ensure you always get the best predictions. |
PE-GPR/9.0.0/Help/cfgAccounts | This page explains how ADMIN users can set or update password policies for their account. |
PE-GPR/9.0.0/Help/cfgAgents | View the fields, datatypes, anonymization status and other aspects of the Agent schema. |
PE-GPR/9.0.0/Help/cfgCustomers | View the fields, datatypes, anonymization status and other aspects of the Customer schema. |
PE-GPR/9.0.0/Help/cfgUserMgmt | This window is available only to users with the ADMIN role. The User Management window enables you to add new ADMIN and REVIEWER users to your account and to configure user settings. |
PE-GPR/9.0.0/Help/cfgUserProfile | The Password tab enables you to change the password for your existing user account. An ADMIN user can also reset other users' passwords. Note: The Predictive Routing Staff Help provides internal users with additional documentation. |
PE-GPR/9.0.0/Help/ConfigPredictModels | Predictors and models are key objects to create and optimize predictive routing.
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PE-GPR/9.0.0/Help/Datasets | Predictive Routing datasets can include a broad range of data used to create Predictors and to train and test Models. This topic explains how to upload this data using the GPR web application. |
PE-GPR/9.0.0/Help/FAReport | The Feature Analysis report provides a starting point for the process of creating Predictors and Models. It enables you to determine which factors—agent and customer characteristics and behavior—have the most impact on a target metric you select. |
PE-GPR/9.0.0/Help/KPIOutcome | View how well Genesys Predictive Routing (GPR) optimizes your key performance indicators (KPIs) compared with routing without GPR. |
PE-GPR/9.0.0/Help/metricsMinMax | Using Genesys Predictive Routing (GPR) is all about improving key performance indicators (KPIs) in your environment. These KPIs are represented as the target metric in your predictors and in analysis reports, such as the Feature Analysis report. When you configure a predictor, you have the option of entering a score expression, which |
PE-GPR/9.0.0/Help/ModelAccuracy | View how well your model is performs over time, how accurate your model was when trained, and feature coverage. |
PE-GPR/9.0.0/Help/Predictors | Predictors enable you to analyze various factors that might affect a specific metric. For example, you can check how the matchup between customer and agent languages, ages, locations, customer's reason for making contact, and agent skills affect the NPS score. |
PE-GPR/9.0.0/Help/PrMConfig | The topics in this section explain how to use the Settings parameters available to you depending on your user role. |
PE-GPR/9.0.0/Help/Reports | Genesys Predictive Routing (GPR) provides feature coverage and model accuracy graphs for your predictors. |
PE-GPR/9.0.0/Help/viewDatasets | View a list of all of your datasets, the schema for each individual dataset, and the uploads that make up each dataset. |
PE-GPR/HIW | Learn how Predictive Routing scores agents to find the best match between agent and interaction for the KPI you want to optimize. |
PE-GPR/Staff/Help | This guide explains how to use the Genesys Predictive Routing (GPR) application to do the following tasks:
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PE-GPR/Staff/Help/agentScoring | GPR scores agents based on the data uploaded to the Agent and Customer Profiles or, if you are using the GPR API, on data passed in the API score request as part of the context parameter. If both are present, data from the API request takes priority over data from the Agent and Customer Profiles. This topic explains how GPR handles various scoring scenarios, depending on your environment and your configuration settings. |
PE-GPR/Staff/Help/AgentsPage | The Agents window enables you to view detailed information about the agents in your Agent Profile. |
PE-GPR/Staff/Help/AgtVarReport | Success using Genesys Predictive Routing (GPR) depends on the presence of variance in agent performance for a target metric. The more variance between agents, the greater the impact of choosing better agents. |
PE-GPR/Staff/Help/AIMonitoring | Gain insight into your Machine Learning model performance factors to ensure you always get the best predictions. |
PE-GPR/Staff/Help/cfgAccounts | An account usually represents a business or, in multitenant environments, a tenant. This page explains how to update an account. |
PE-GPR/Staff/Help/cfgAgents | View the fields, datatypes, anonymization status and other aspects of the Agent schema. |
PE-GPR/Staff/Help/cfgCustomers | View the fields, datatypes, anonymization status and other aspects of the Customer schema. |
PE-GPR/Staff/Help/cfgUserMgmt | The User Management tab enables you to add new users to an account and to configure user settings. |
PE-GPR/Staff/Help/cfgUserProfile | The Password tab enables you to change the password for your existing user account and to reset other users' passwords. |
PE-GPR/Staff/Help/ConfigPredictModels | Predictors and models are key objects to create and optimize predictive routing.
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PE-GPR/Staff/Help/CustomersPage | The Customers window enables you to view complete information about the agents in your Customer Profile.
Important Fields with the visibility turned off in the Customer Profile schema are not visible on the Customer Details tab.
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PE-GPR/Staff/Help/Datasets | Predictive Routing datasets can include a broad range of data used to create Predictors and to train and test Models. This topic explains how to upload this data using the GPR web application. |
PE-GPR/Staff/Help/DatasetsPage | View Dataset trends on the Trend tab and generate reports for your datasets. |
PE-GPR/Staff/Help/dataUpload | Data is the raw material for Predictive Routing. This section explains how to view the data you uploaded using Data Loader: customer, agent, interaction, and any other data, such as interaction outcomes and survey responses, you find to be relevant. |
PE-GPR/Staff/Help/FAReport | The Feature Analysis report provides a starting point for the process of creating Predictors and Models. It enables you to determine which factors—agent and customer characteristics and behavior—have the most impact on a target metric you select. |
PE-GPR/Staff/Help/ixnFlows | To deploy the GPR subroutines, you modify your IRD strategies to incorporate them. Rather than picking the Agent with required skills who has been available longest, or using simple Agent Group routing, Predictive Routing predicts the best results for a specific interaction, based on customer intent or other relevant information. |
PE-GPR/Staff/Help/KPIOutcome | View how well Genesys Predictive Routing (GPR) optimizes your key performance indicators (KPIs) compared with routing without GPR. |
PE-GPR/Staff/Help/metricsMinMax | Using Genesys Predictive Routing (GPR) is all about improving key performance indicators (KPIs) in your environment. These KPIs are represented as the target metric in your predictors and in analysis reports, such as the Feature Analysis report. |
PE-GPR/Staff/Help/ModelAccuracy | View how well your model is performs over time, how accurate your model was when trained, and feature coverage. |
PE-GPR/Staff/Help/Models | A model is built on a predictor and includes the same target metric. Each model has a subset of the agent and customer features present in the dataset. The Feature Analysis report helps you to identify the features with the strongest impact on the target metric. You can create multiple models for the same predictor, each with a different set of features selected.
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PE-GPR/Staff/Help/modelTesting | Predictive Routing enables you to use Genesys historical reporting to generate an A/B testing report, which assesses how well your Predictive Routing models perform when compared with other models or with your standard routing.
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PE-GPR/Staff/Help/Monitor Jobs | The Jobs window enables you to view the status and outcome for the following job types:
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PE-GPR/Staff/Help/Predictors | Predictors enable you to analyze various factors that might affect a specific metric. For example, you can check how the matchup between customer and agent languages, ages, locations, customer's reason for making contact, and agent skills affect the NPS score. |
PE-GPR/Staff/Help/PrMConfig | The topics in this section explain how to use the GPR application windows that enable you to handle accounts, to create and update users and user roles, and to set and update passwords and password requirements. IMPORTANT: When you are initially setting up Predictive Routing, you must create the Data Loader user. Without the Data Loader SERVICE user, Data Loader cannot access the GPR Core Platform. |
PE-GPR/Staff/Help/Reports | Genesys Predictive Routing (GPR) provides a number of ways to assess the quality of your data within the application interface. |
PE-GPR/Staff/Help/uploadAgents | Instructions for uploading agent data from a CSV file to the Agent Profile using the GPR web application. Note that this upload functionality is deprecated in favor of uploads using Data Loader. |
PE-GPR/Staff/Help/UploadCustomers | Instructions for uploading data from a CSV file to the Customer Profile using the GPR web application. Note that this upload functionality is deprecated in favor of uploads using Data Loader. |
PE-GPR/Staff/Help/uploadOverview | The GPR web application can enable you to upload data. |
PE-GPR/Staff/Help/viewDatasets | View a list of all of your datasets, the schema for each individual dataset, and the uploads that make up each dataset. |
PEC-AD/ADAccessibility | Information about setting up and using accessibility features in Agent Workspace. |
PEC-AD/Current/Agent | |
PEC-AD/Current/Agent | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-AD/Current/Agent/AD | Agent Workspace lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels. |
PEC-AD/Current/Agent/ADCallback | You can schedule a callback interaction for your contact from the current interaction of any interaction type. |
PEC-AD/Current/Agent/ADchannels | Channels are the different methods that you use to communicate with customers and team members in your contact center. Channels include the voice channel and Digital channels such as chat and email. Use the Channels tab to set your status on your assigned channels. |
PEC-AD/Current/Agent/ADChat | Chat is a Genesys Digital channel. The chat channel lets you handle customer chats. To chat with your team members start a chat consultation. |
PEC-AD/Current/Agent/ADcobrow | A Genesys Co-browse session lets you and a contact navigate the same web page at the same time. Unlike conventional screen-sharing applications where one party sees an image of the other party's browser, in a Genesys Co-browse session both you and the contact share the same instance of the web page. |
PEC-AD/Current/Agent/ADcontacts | Contacts can be team members or customers. Information about contacts is stored in the Contact Directory. From the Contact Directory, you can call a contact, manage a contact's profile information (such as their name, phone number, email address), and review a contact's past interactions. |
PEC-AD/Current/Agent/ADcustinter | A contact is a person that your company does business with. Your company has information about that person that you can manage and use to do your job. An interaction is a communication with the contact over one or more channels, such as Voice or Digital, such as Chat or Email, and the tools that help you address the contact's needs and the needs of your company. Agent Workspace provides tools that you can use to manage previous interactions with a contact (the contact's interaction history, your History, and your company's interaction database). |
PEC-AD/Current/Agent/ADemail | Email is a Genesys Digital channel. The email interaction window enables you to view all of the information necessary to handle inbound and outbound email interactions with a contact. |
PEC-AD/Current/Agent/ADFacebook | The Agent Workspace Chat channel enables you to exchange Facebook Messenger and Facebook Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Facebook to handle chat interactions from Facebook. |
PEC-AD/Current/Agent/ADGoogleAgentAssist | On voice calls, agents can receive suggestions from a knowledge base in a special tab in the interaction view. A transcript of the call is also generated using speech-to-text. |
PEC-AD/Current/Agent/ADhist | Workspace lets you search for and look at the interactions that you and your coworkers have worked on in the past. You can view information about the interactions, including notes and case data. You can also open and process (forward or mark Done) some interactions. |
PEC-AD/Current/Agent/ADintinter | Internal interactions are communications between you and other people inside your company, such as call and chat consultations, call, chat, and email transfers, and also messages to you from your system or administrators. Internal interactions also include call and chat conferences that involve you, another internal party, and a contact. |
PEC-AD/Current/Agent/ADKnowledgeCenter | How to access your corporate knowledge base to provide the best possible answer when interacting with a contact. |
PEC-AD/Current/Agent/ADMessaging | Messaging includes the Genesys Chat, SMS, WhatsApp, Messenger, and Twitter Direct Message Digital channels. Messaging enables you to manage message-based conversations across one or more of these channels in a unified conversation. |
PEC-AD/Current/Agent/ADMyWorkbins | A workbin is like a personal queue or storage area where you can store email and workitem interactions to be handled later. You can access all of your workbins from the My Workbins tab in the Connect area. Supervisors might also see team workbins and Interaction Queues in this tab. |
PEC-AD/Current/Agent/ADNav | Having trouble finding your way around Agent Workspace? If you need help identifying a button or field, hold your mouse pointer over it to reveal a tooltip. Do you use a screen reader? Do you navigate Agent Workspace using a keyboard? You can find out all about it here! |
PEC-AD/Current/Agent/ADOutbound | As an agent, you might work on campaigns (for example, collections, telemarketing, or fundraising) where you make outbound calls to contacts. You can view and manage your campaigns from the My Campaigns tab. |
PEC-AD/Current/Agent/ADPredictive Engagement | Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents. |
PEC-AD/Current/Agent/ADQuickStart | Logging in and getting ready to take call and handle Genesys Digital channels. |
PEC-AD/Current/Agent/ADRelated | The Related tab contains a list of all the email interactions that are part of a single conversation related to the current interaction. Select an interaction to display its contents. |
PEC-AD/Current/Agent/ADResponses | While you are handling an interaction, you can use the Responses tab in the interaction view to access a database of pre-written standard responses for your interactions. You can insert a response as a reply into any outbound interaction, such as an email or a chat message, or you can read them to the contact during a phone interaction. |
PEC-AD/Current/Agent/ADSMS | The Agent Workspace Chat channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, SMS and MMS messages, Facebook Messenger, and Twitter Direct Messages. |
PEC-AD/Current/Agent/ADTeamCommunicator | The Team Communicator is a feature that lets you find someone in your company's directory (an internal target) or someone from outside your company (like a contact) who has their information stored in the contact directory. |
PEC-AD/Current/Agent/ADTwitter | The Agent Workspace Chat channel enables you to exchange Twitter Direct Messages and Twitter Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Twitter to handle chat interactions from Twitter. |
PEC-AD/Current/Agent/ADVideos | This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Agent Workspace. |
PEC-AD/Current/Agent/ADVoice | The controls and features that let you handle voice interactions with contacts or team members. |
PEC-AD/Current/Agent/ADWhatsApp | The Agent Workspace Chat channel enables you to exchange chat messages (interactions) with a contact. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages. |
PEC-AD/Current/Agent/ADWorkitems | Workitems, called Open Media by Genesys Digital channels, are documents that might be directed to you for handling. They include many media types, such as faxes or PDFs, that you might have to access while you are handling interactions of another type, such as email. The Workitem interaction window enables you to access all of the information necessary to handle a workitem. |
PEC-AD/Current/Supervisor | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-AD/Current/Supervisor/ADsuper | Some workers at contact centers are designated to be Team Leads or Supervisors. In this role, it is your responsibility to ensure that the agents that you supervise are successful. |
PEC-AD/Current/WWEPEGuide | Find links to all the topics in this guide. |
PEC-AD/Current/WWEPEGuide/AgentAssistConfig | Agent Assist enables agents to access real-time voice transcription and real-time knowledge base and FAQ suggestions. Agents can read or paraphrase them on a voice call. |
PEC-AD/Current/WWEPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
PEC-AD/Current/WWEPEGuide/Configure | Learn how to configure Workspace Web Edition. |
PEC-AD/Current/WWEPEGuide/Deploy | Learn how to deploy Workspace Web Edition (WWE) into a private edition environment. |
PEC-AD/Current/WWEPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-AD/Current/WWEPEGuide/Logging | Learn how to store logs for Workspace Web Edition. |
PEC-AD/Current/WWEPEGuide/Observability | |
PEC-AD/Current/WWEPEGuide/Overview | Learn about Workspace Web Edition and how it works in Genesys Multicloud CX private edition. |
PEC-AD/Current/WWEPEGuide/Planning | Find out what to do before deploying Workspace Web Edition. |
PEC-AD/Current/WWEPEGuide/Ports | Lean about ports used for this service. |
PEC-AD/Current/WWEPEGuide/Provision | Learn how to provision Workspace Web Edition. |
PEC-AD/Current/WWEPEGuide/RichMessage | Configure Agent Workspace support for rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions. |
PEC-AD/Current/WWEPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Workspace Web Edition |
PEC-AD/HIW | The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams. |
PEC-Admin/Current/Admin | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-Admin/Current/Admin/Applications | Learn about the applications available in Genesys Multicloud CX and who can access them. |
PEC-Admin/Current/Admin/Get started | Find out how to set up and test your contact center. |
PEC-Admin/Current/Admin/Popular tasks | Find out how to perform common administrator tasks in Genesys Multicloud CX. |
PEC-Admin/Current/Admin/Portal | The Portal is the Engage cloud gateway application, where you can launch applications and find help. |
PEC-Admin/Current/Admin/PortalMetrics | Learn about the metrics details of Genesys Portal for internal monitoring. |
PEC-Admin/Current/Admin/SSO | Learn how single sign-on is supported in Genesys Multicloud CX. |
PEC-Admin/Current/Admin/voicetaxes | This page lists the various taxes that regulatory authorities mandate for commercial enterprises (US customers only). |
PEC-Admin/Current/Admin/WcagPortal | Learn how Genesys Portal aligns with the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA. |
PEC-Admin/trainadm | Just getting started with Genesys Multicloud CX? Let's begin with what most administrators do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.
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PEC-Agent/GetStarted | Learn how to get started as an agent in Genesys Multicloud CX. |
PEC-Agent/Login | Learn how to log in to Genesys Multicloud CX applications and reset your password. |
PEC-Agent/trainagt | Just getting started with Genesys Multicloud CX? Let's begin with what most agents do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.
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PEC-AS/Current/ManageCC | |
PEC-AS/Current/ManageCC | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-AS/Current/ManageCC/Access groups | Learn how to configure access groups for users in your contact center. |
PEC-AS/Current/ManageCC/Agent and contact center statistics | Learn about the available agent and contact center statistics. |
PEC-AS/Current/ManageCC/Agent Annex | Use the Annex to configure advanced features for single agents or groups of agents rather than for your entire contact center. |
PEC-AS/Current/ManageCC/Agent options overview | Learn about the features and controls that enable an agent to handle interactions and other key tasks. |
PEC-AS/Current/ManageCC/ASCapRules | Define an agent’s ability to handle multiple interactions concurrently for different channels. |
PEC-AS/Current/ManageCC/Blob Storage | Shared Access Signature (SAS) tokens enable you to access your tenant-specific blob storage resources. The information provided below will help you get the SAS tokens you need in order to retrieve and download data from your Genesys contact center.
During tenant provisioning, a tenant-specific blob storage account is created for each tenant. Use the Generate SAS tokens screen in Agent Setup to generate the SAS tokens you need to access the contact center data that certain services make available. To adhere to General Data Protection Regulation (GDPR) requirements, files stored in blob storage containers are deleted after 30 days by default. |
PEC-AS/Current/ManageCC/Bulk operations | Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature. |
PEC-AS/Current/ManageCC/Business attributes | Business attributes can be shared at agent, agent group, and global levels. |
PEC-AS/Current/ManageCC/Caller ID | Create Caller Identification (Caller ID) options to be displayed when an agent makes an outbound call or transfer |
PEC-AS/Current/ManageCC/Case and toast data | Case Data specifies the information to be displayed to agents when a call, chat, or other interaction is transferred to them. Toast Data specifies the information to be displayed to agents when they directly receive a call, chat, or other interaction. |
PEC-AS/Current/ManageCC/CC options overview | Get to know some of the key features and tasks involved in setting up your contact center for Agent Workspace. |
PEC-AS/Current/ManageCC/Channels options | Learn how to enable channel options in the Agent Setup application. |
PEC-AS/Current/ManageCC/Chat options | Learn about the chat channel options available in Agent Setup. |
PEC-AS/Current/ManageCC/Contacts | Configure contacts in Agent Workspace so agents can manage their own list of contacts and contact history. |
PEC-AS/Current/ManageCC/Create agent groups | Organize your agents into groups so they're easier to manage. |
PEC-AS/Current/ManageCC/Create agent states | Custom agent states enable you to tailor agent states to fit your business needs. |
PEC-AS/Current/ManageCC/Create agents | Learn how to add, import, and manage agents and other users. |
PEC-AS/Current/ManageCC/Create skills | Create, organize, and assign skills to agents. |
PEC-AS/Current/ManageCC/Desktop Views options | Use the information below to configure your Desktop Views in Agent Setup. To find out more information about all the different views available within Agent Workspace, see the topic Navigating Agent Workspace for a helpful video of the Main view as well as detailed information on such topics as the Navigation bar, the Side bar, and the Interaction bar. |
PEC-AS/Current/ManageCC/Dispositions | Manage Dispositions, which are descriptions of the final outcome of a call. |
PEC-AS/Current/ManageCC/DNs | Learn how to configure DNs for your contact center. |
PEC-AS/Current/ManageCC/Email addresses and mailboxes | Set up agent mailboxes and specify additional From email addresses for agent responses. |
PEC-AS/Current/ManageCC/Email options | Learn about the Email channel options available in Agent Setup. |
PEC-AS/Current/ManageCC/Export agent accounts | Learn how to export agent accounts using the Agent Setup application. |
PEC-AS/Current/ManageCC/External URLs | Integrate external and internal websites into your agent's main view in Agent Workspace. |
PEC-AS/Current/ManageCC/Facebook options | Learn about the Facebook channel options available in Agent Setup. |
PEC-AS/Current/ManageCC/Feedback | Enable feedback so agents can report problems with Agent Workspace or Gplus Adapter. |
PEC-AS/Current/ManageCC/Genesys Softphone | Control the behavior of Genesys Softphone in your environment. |
PEC-AS/Current/ManageCC/Getting started | Learn how Agent Setup enables you to configure a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs. |
PEC-AS/Current/ManageCC/Global Login | Global login options determine what happens when an agent logs in. |
PEC-AS/Current/ManageCC/Hierarchy | This page explains the distinction between contact center settings, agent group settings, and user settings within Agent Setup. |
PEC-AS/Current/ManageCC/Interaction history advanced search | Configure search for interaction history so agents can find previous interactions in Agent Workspace. |
PEC-AS/Current/ManageCC/Keys | The Genesys Voice Platform (GVP) recording solution requires proper management of public and private keys used to encrypt voice recordings. This topic shows you how to upload the recording certificates that contain these keys within Agent Setup. The public and private keys are stored in a certificate file and are used to encrypt a unique session key that is then used to encrypt each media file. These keys must be provisioned for voice recordings. |
PEC-AS/Current/ManageCC/Multi-channel | Learn how to configure a multi-channel contact center and how to enable multiple channels for a single agent. |
PEC-AS/Current/ManageCC/My Channels options | Learn about the My Channels options (for agents) available in Agent Setup. |
PEC-AS/Current/ManageCC/Onboarding scenario | This article walks you through the tasks required to set up new agents. |
PEC-AS/Current/ManageCC/Outbound options | Learn about Outbound options available in Agent Setup. |
PEC-AS/Current/ManageCC/Platform administration | Most of the functionality in the Platform Administration application has moved to Agent Setup, which offers a superior user interface and new functionality. A few functions remain available only in Platform Administration. |
PEC-AS/Current/ManageCC/Recording options | Learn how to enable recording options in Agent Setup. |
PEC-AS/Current/ManageCC/Roles | Learn how roles work in your contact center. |
PEC-AS/Current/ManageCC/Routing management | While Designer handles most routing tasks, you manage your routing points and virtual queues in Agent Setup. |
PEC-AS/Current/ManageCC/Salesforce options | Configure options for the Gplus Adapter for Salesforce. |
PEC-AS/Current/ManageCC/Service Client options | Learn about the Service Client options available in Agent Setup. |
PEC-AS/Current/ManageCC/Single Sign-On | Single Sign-On (SSO) identity authentication enables your users to securely access multiple Genesys applications with a single credential. |
PEC-AS/Current/ManageCC/Standard Response Library options | Enable standard responses for agents. |
PEC-AS/Current/ManageCC/Statistics options | Configure general statistics options in Agent Setup. |
PEC-AS/Current/ManageCC/Supervisor options | Learn about Supervisor options available in Agent Setup. |
PEC-AS/Current/ManageCC/Templates | Create templates to enable you to create and provision agents efficiently. |
PEC-AS/Current/ManageCC/Transactions | Manage business attribute overrides that are applied at a transactional level, such as a call or a chat. |
PEC-AS/Current/ManageCC/Twitter options | Learn about the Twitter channel options available in Agent Setup. |
PEC-AS/Current/ManageCC/View audit trail | The Audit Trail, located in the Audit section, details the actions taken in your Agent Setup application, including update, delete, import, login, and logout activities. |
PEC-AS/Current/ManageCC/Voice options | Learn about the Voice channel options available in Agent Setup. |
PEC-AS/Current/ManageCC/Voicemail | Learn how to manage voicemail in your contact center. |
PEC-AS/Current/ManageCC/VoicemailAS | Learn how to manage voicemail in your contact center within Agent Setup. |
PEC-AS/Current/ManageCC/VQs | A Virtual Queue is a virtual device, created and maintained by the switch, with activity identical to an ACD Queue. |
PEC-AS/Current/ManageCC/Work with Global Favorites | Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Workspace. |
PEC-AS/Current/ManageCC/Workitem options | Configure the Agent Workspace Workitem channel options. |
PEC-AS/HIW | This article provides a high-level overview of Agent Setup. |
PEC-CAB/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-CAB/Current/Administrator/CallbackCallIn | If you use the Click-To-Call-In feature with Callback, use the Call-In tab in the Callback UI to view the Click-To-Call-In records. |
PEC-CAB/Current/Administrator/CallbackCallInGroups | As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the Click-To-Call-In scenario. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read the note related to this activity. |
PEC-CAB/Current/Administrator/CallbackCapacity | You want to manage the number of scheduled callbacks that are allowed during specific time intervals. To do that, you'll create a Capacity rule in Genesys Callback and assign it to a callback queue. We'll walk you through the process and explain the implications of using a Capacity rule in relation to Designer. We'll also tell you about a shortcut method for entering values in your Capacity rule (JSON-format capacity statements). |
PEC-CAB/Current/Administrator/CallbackCaptcha | If you have a website that includes a callback feature, then you can provision and use a CAPTCHA widget to verify that a human is requesting the callback. Currently, Callback supports integration with only one CAPTCHA widget: Google reCAPTCHA. This page describes how to enable the use of reCAPTCHA with Callback. |
PEC-CAB/Current/Administrator/CallbackDeveloper | The Callback UI includes a number of troubleshooting and validation tools, available as menu options under the Developer and Tools tabs. This page describes those tools and also describes some features for which you might need to investigate the existing configuration as part of your troubleshooting effort. |
PEC-CAB/Current/Administrator/CallbackPatterns | As a Callback administrator, you want the added security of blocking callbacks to certain numbers and countries. To do that, you'll configure a Country and Number Validation rule in Genesys Callback and assign it to at least one callback queue. You can test your rules before assigning them to a queue or when troubleshooting. You can also edit and delete existing rules, as required. |
PEC-CAB/Current/Administrator/CallbackPushNotification | The Push Notification page in the Callback UI helps you to integrate Push Notification support into your apps. In the Callback UI, you implement Push Notifications on the Developer > Credential Management > Push Notification tab. |
PEC-CAB/Current/Administrator/CallbackRegionAffinity | Genesys has regional names for the locations at which there are nodes (servers with relevant applications) that manage the interactions for callback virtual queues. You use a Region Affinity rule to specify the regional nodes that you prefer to use and to control the order in which Callback attempts to connect to the available nodes. Region Affinity rules configuration is an advanced feature; you must consult with your Genesys representative before using this feature. |
PEC-CAB/Current/Administrator/CallbackRESTAPIsandTutorials | Depending on your role, you might work with the APIs that are available for Genesys Engagement Services (GES)/Callback. This article provides links to documentation and tutorials for the GES REST APIs and tells you what is required to access Callback APIs from web or mobile applications. |
PEC-CAB/Current/Administrator/CallbackRLP | You can limit user access within the Callback UI to what is appropriate for each user's role. This article describes the predefined Access Groups and Callback Roles to which you can assign users and includes information about how to restrict user access to callback information based on your lines of business. If you are migrating Roles and Access Groups from an earlier version of Callback, be sure to read the note related to this activity. |
PEC-CAB/Current/Administrator/CallbackScenarios | This article summarizes the scenarios that Genesys Callback supports. In addition to the traditional Immediate and Scheduled callback scenarios, Callback also supports Click-To-Call-In scenarios, allowing consumers to initiate a call to your contact center by tapping a Click-To-Call button in your mobile app. |
PEC-CAB/Current/Administrator/CallbackStatisticsAPI | Register your credentials to use Callback's Statistics API. |
PEC-CAB/Current/Administrator/CallbackTools | Use the Callback Queues page in the Callback UI to find information about each configured queue and to add capacity or country and number validation rules to queues.
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PEC-CAB/Current/Administrator/GES | Genesys Callback, available from the Genesys portal, provides traditional callback services, user-originated Click-To-Call scenarios, and supports the integration of Push Notifications and CAPTCHA widgets. This article includes information about where to begin if you are new to Callback and what steps are required to get started using the Callback UI. |
PEC-CAB/Current/Administrator/ManagingCallbacks | The Callback tab in the Callback UI displays the list of callback records. If you have sufficient user privileges, you can create, recreate, schedule, edit or cancel callbacks on this tab. Use the Advanced Options dialog to customize the display of data. |
PEC-CAB/Current/Administrator/ProvisionCallback | Callback is provisioned with Designer. To create and configure Callback services, Designer includes a set of blocks dedicated to Callback. This article provides information about how to provision a basic callback scenario in Designer. For information about the supported callback scenarios, see Callback Scenarios. For information about provisioning the Click-To-Call-In scenario in Designer, see Provisioning the Click-to-Call-In scenario. |
PEC-CAB/Current/Administrator/ProvisionClickToCallIn | This article describes how to provision Callback's Click-To-Call-In feature, which lets consumers initiate a call to your contact center directly from your mobile app. |
PEC-CAB/Current/CABPEGuide | Find links to all the topics in this guide. |
PEC-CAB/Current/CABPEGuide/Architecture | Learn about Genesys Callback architecture. |
PEC-CAB/Current/CABPEGuide/ArchitectureMain | Learn about the architeture for this service.No results architecture |
PEC-CAB/Current/CABPEGuide/Configure | Learn how to configure Genesys Callback. |
PEC-CAB/Current/CABPEGuide/Deploy | Learn how to deploy Genesys Engagement Service into a private edition environment. |
PEC-CAB/Current/CABPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-CAB/Current/CABPEGuide/Observability | |
PEC-CAB/Current/CABPEGuide/Overview | Learn about Genesys Engagement Service/Callback and how it works in Genesys Multicloud CX private edition. |
PEC-CAB/Current/CABPEGuide/Planning | Find out what to do before deploying Genesys Callback. |
PEC-CAB/Current/CABPEGuide/Provision | Learn how to provision Genesys Engagement Service. |
PEC-CAB/Current/CABPEGuide/ProvisionAPIKey | Use the Environment Service API to assign API keys to a specific contact center and to validate that API keys were successfully assigned to the correct contact center. |
PEC-CAB/Current/CABPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Genesys Engagement Service. |
PEC-CAB/HIW | Find information about Genesys' callback offerings, which include classic callback services as well as more robust offerings that include Click-To-Call features and CAPTCHA integration. |
PEC-CDDS/AllDeprecations | |
PEC-CDDS/Current/Admin | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-CDDS/Current/Admin/Contact History Export Reference | This page contains information about how the data files for Contact History export jobs are formatted and structured. |
PEC-CDDS/Current/Admin/Create data export jobs | From the Administration menu, you can access the Jobs page to set up, modify, and monitor your data export jobs.
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PEC-CDDS/Current/Admin/Download data export files | From the Export menu, you can review and access your exported data files. |
PEC-CDDS/Current/Admin/GetStarted | Cloud Data Download Service (CDDS) enables you to securely export and download your contact center data.
The exported data files are encrypted with your public encryption key and stored for 30 days, during which time you can download the files and decrypt them using your private encryption key. After 30 days, the data files are deleted. |
PEC-CDDS/Deprecation-Cloud Data Download Service | |
PEC-CDDS/HIW | Cloud Data Download Service enables you to securely export and download your contact-center data. |
PEC-Chat/AllDeprecations | |
PEC-Chat/Deprecation-Cloud Contact Center Chat | |
PEC-Chat/HIW | Learn how chat works in Genesys Multicloud CX. |
PEC-COB/AllDeprecations | |
PEC-COB/Current/Developer | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-COB/Current/Developer/GCB | Co-browse lets an agent see exactly what is happening on your customer's screen. |
PEC-COB/Current/Developer/GCBCobrowseJavaScriptAPI | For advanced users, deploying Co-browse to your website without using Genesys Widgets can give you the control you want for your environment. |
PEC-COB/Current/Developer/GCBCobrowseLocalization | You can localize the end-user Co-browse UI using the built-in German or French localization options. |
PEC-COB/Current/Developer/GCBCobrowseRestrictionsMgr | You can hide sensitive customer data from agents and restrict control of elements in a co-browse session. |
PEC-COB/Current/Developer/GCBCobrowseSessions | Co-browse sessions are the interactions between customers and agents, where privacy and security are priorities. |
PEC-COB/Deprecation-Genesys Co-browse | |
PEC-COB/HIW | Co-browse lets your agents view and control your customers' browser windows. |
PEC-DC/Current/Administrator | |
PEC-DC/Current/Administrator/About | Find out how to get started with Digital Channels Admin. |
PEC-DC/Current/Administrator/AdvancedChat | Learn about the features and configuration of Genesys Advanced Chat, such as: asynchronous chat, last agent routing, and chatbot strategies in Designer. This document also lists some real-time and historical reports available for Advanced Chat. |
PEC-DC/Current/Administrator/APIKeys | Learn how to manage API keys for Digital Channels. |
PEC-DC/Current/Administrator/ConfigureAgentUI | Learn to integrate the Digital Channels powered interactions into the native chat transcript feature in Agent Workspace. |
PEC-DC/Current/Administrator/CustomVars | Learn how to create and edit custom variables to use in standard responses. |
PEC-DC/Current/Administrator/FieldCodes | Learn how to create and edit fields codes to use in standard responses. |
PEC-DC/Current/Administrator/GSEFacebookTwitter | Learn how to integrate Facebook and Twitter into Agent Workspace. |
PEC-DC/Current/Administrator/GSEHub | Genesys Hub is our centralized platform that connects to Twitter, Facebook, and WhatsApp. Set up an account with Genesys Hub and enable channels and services. |
PEC-DC/Current/Administrator/GSEServiceChannel | Create a service channel for Twitter, Facebook, and WhatsApp. Set up an account with Genesys Hub and enable channels and services. |
PEC-DC/Current/Administrator/GSESMS | Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX. |
PEC-DC/Current/Administrator/GSEWhatsApp | Learn how to integrate WhatsApp into Agent Workspace. |
PEC-DC/Current/Administrator/PII | Learn how to assign rules and actions to incoming messages, emails, and workitems to protect your customers' private information. |
PEC-DC/Current/Administrator/SMSKeywords | Learn how to manage SMS keywords to send responses to inbound SMS received |
PEC-DC/Current/Administrator/StandardResponses | Learn how to manage the standard responses you send to customers. |
PEC-DC/Current/Administrator/TenantSettings | Learn how to use the Tenant Settings UI to configure your Digital Channels deployment. |
PEC-DC/Current/DCPEGuide | Find links to all the topics in this guide. |
PEC-DC/Current/DCPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
PEC-DC/Current/DCPEGuide/Configure | Learn how to configure Digital Channels. |
PEC-DC/Current/DCPEGuide/ConfigureAIConnector | Complete the steps on this page to configure your AI Connector deployment. |
PEC-DC/Current/DCPEGuide/Deploy | Learn how to deploy Digital Channels into a private edition environment. |
PEC-DC/Current/DCPEGuide/DeployAIConnector | Learn how to deploy into a private edition environment. |
PEC-DC/Current/DCPEGuide/EnableTenant | Learn how to enable your tenant for Digital Channels. |
PEC-DC/Current/DCPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-DC/Current/DCPEGuide/Logging | Learn how to store logs for Digital Channels. |
PEC-DC/Current/DCPEGuide/Observability | |
PEC-DC/Current/DCPEGuide/Overview | Learn about Digital Channels and how it works in Genesys Multicloud CX private edition. |
PEC-DC/Current/DCPEGuide/OverviewAIConnector | Learn about AI Connector and how it works in Genesys Multicloud CX private edition. |
PEC-DC/Current/DCPEGuide/Planning | Find out what to do before deploying Digital Channels. |
PEC-DC/Current/DCPEGuide/PlanningAIConnector | Find out what to do before deploying AI Connector. |
PEC-DC/Current/DCPEGuide/PreConfig | Learn how to configure your tenant resources for Digital Channels. |
PEC-DC/Current/DCPEGuide/ProvisionAIConnector | Learn about the steps involved in provisioning Digital Channels AI Connector. |
PEC-DC/Current/DCPEGuide/ProvisionAPI | Learn how to provision API keys for Digital Channels. |
PEC-DC/Current/DCPEGuide/ProvisionEmail | Learn how to enable Email connectivity for outbound campaigns. |
PEC-DC/Current/DCPEGuide/ProvisionOverview | Learn about the steps involved in provisioning Digital Channels. |
PEC-DC/Current/DCPEGuide/ProvisionSMS | Learn how to enable SMS connectivity for inbound conversations and outbound campaigns. |
PEC-DC/Current/DCPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Digital Channels. |
PEC-DC/Current/Developers | Find information about how to develop using the Digital Channels APIs. |
PEC-DC/Current/Developers/ChatCrossDomain | Learn how to make chat conversations persistent across different domains. |
PEC-DC/Current/Developers/FinalizeChat | Learn how to finalize asynchronous chat interactions so that customers can no longer type in the Genesys Widget after an agent marks a chat as done. |
PEC-DC/DockerCompose | Learn how to deploy Digital Channels as a service in a non-production lab environment using Docker Compose. To deploy Digital Channels in a Kubernetes cluster for a production or non-production environment, see Deploy Digital Channels. |
PEC-DC/HIW | Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media. |
PEC-Developer/Current/SCAPI | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-Developer/Current/SCAPI/AgentNamespace | Learn about the Agent namespace methods and type definitions in the Service Client API. |
PEC-Developer/Current/SCAPI/AuthNamespace | Learn about the Auth namespace methods and type definitions in the Service Client API. |
PEC-Developer/Current/SCAPI/ConfigurationNamespace | Learn about the Configuration namespace methods and type definitions in the Service Client API. |
PEC-Developer/Current/SCAPI/EmailNamespace | Learn about the Email namespace methods in the Service Client API. |
PEC-Developer/Current/SCAPI/InteractionNamespace | Learn about the Interaction namespace methods and type definitions in the Service Client API. |
PEC-Developer/Current/SCAPI/MediaNamespace | Learn about the Media namespace methods and type definitions in the Service Client API. |
PEC-Developer/Current/SCAPI/MessengerNamespace | Learn about the Messenger namespace methods in the Service Client API. |
PEC-Developer/Current/SCAPI/OutboundNamespace | Learn about the Outbound namespace methods in the Service Client API. |
PEC-Developer/Current/SCAPI/ServiceClientAPI | Learn how to use the Service Client API to customize the way your web application integrates with Agent Workspace. |
PEC-Developer/Current/SCAPI/SystemNamespace | Learn about the System namespace methods in the Service Client API. |
PEC-Developer/Current/SCAPI/VoiceNamespace | Learn about the Voice namespace methods in the Service Client API. |
PEC-Developer/Current/WebAPIs | |
PEC-Developer/Current/WebAPIs/Authentication | |
PEC-Developer/Current/WebAPIs/Authentication API | Genesys Engage APIs rely on the Authentication API for authentication and authorization. If you plan to develop with any of the APIs, you’ll need to use the Authentication API as a first step. The Authentication API enables custom client applications to authenticate users and client applications by generating an authorization token that the client can use to access other APIs. |
PEC-Developer/Current/WebAPIs/Cloud Data Download Service API | You can use the Cloud Data Download Service (CDDS) API to develop custom applications that can integrate with Genesys to export and download your contact center data.
Warning The Cloud Data Download Service API has been #mintydocs_link must be called from a MintyDocs-enabled page (PEC-Developer/Current/WebAPIs/Cloud Data Download Service API). , and should be replaced by the #mintydocs_link must be called from a MintyDocs-enabled page (PEC-Developer/Current/WebAPIs/Cloud Data Download Service API). . This page remains only as a reference for legacy users. |
PEC-Developer/Current/WebAPIs/Data-download | |
PEC-Developer/Current/WebAPIs/Getting started | The Engage Cloud APIs are a collection of web APIs offered in Engage Cloud that send and receive data over HTTP in JSON (JavaScript Object Notation). You can use these APIs to create your own custom applications that integrate with Genesys. |
PEC-Developer/Current/WebAPIs/Interactions Webhook | |
PEC-Developer/Current/WebAPIs/Interactions Webhook Overview | The Interactions Webhook provides notifications about state changes in chat and secure email interactions. Digital Channels supports notifications for the following events:
Important Contact your Genesys representative to configure webhooks for Digital Channels. |
PEC-Developer/Current/WebAPIs/Openmedia | |
PEC-Developer/Current/WebAPIs/Secure email | |
PEC-Developer/Current/WebAPIs/Secure Email API | The Secure Email API lets you send and receive messages, with attachments, between Digital Channels and your secure messaging platform. |
PEC-Developer/Current/WebAPIs/Statistics | |
PEC-Developer/Current/WebAPIs/Statistics API | You can use the Statistics API to create a subscription for multiple statistics and then receive notifications when the values of those statistics change. |
PEC-Developer/Current/WebAPIs/Statistics Notifications | |
PEC-Developer/Current/WebAPIs/Task Routing API | Use the Task Routing API to submit workitems to Genesys from third-party applications such as Salesforce or NetSuite. You can also use the API to get, update and stop submitted workitems. |
PEC-Developer/Current/WebAPIs/Third-party messaging | |
PEC-Developer/Current/WebAPIs/Third-Party Messaging API | The Third-Party Messaging API delivers messages between external messaging services (such as SMS or email) and Digital Channels. |
PEC-Developer/Current/WebAPIs/Third-party messaging webhook | |
PEC-Developer/Current/WebAPIs/UDM Data-download | |
PEC-Developer/Current/WebAPIs/User Data Management API | You can use the User Data Management (UDM) API to develop custom applications that can integrate with Genesys to export and download your contact center data. |
PEC-Developer/HIW | Learn about the APIs you can use to customize your applications and integrate with Genesys. |
PEC-Email/Current/EmailPEGuide | Find links to all the topics in this guide. |
PEC-Email/Current/EmailPEGuide/Architecture | Learn about Email's architecture. |
PEC-Email/Current/EmailPEGuide/Configure | Learn how to configure Email. |
PEC-Email/Current/EmailPEGuide/Deploy | Learn how to deploy Email into a private edition environment. |
PEC-Email/Current/EmailPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-Email/Current/EmailPEGuide/Observability | |
PEC-Email/Current/EmailPEGuide/Overview | Learn about Email and how it works in Genesys Multicloud CX private edition. |
PEC-Email/Current/EmailPEGuide/Planning | Find out what to do before deploying Email. |
PEC-Email/Current/EmailPEGuide/Provision | Learn how to provision Email. |
PEC-Email/Current/EmailPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Email. |
PEC-Email/HIW | Genesys email ensures that agents receive the right emails for their skills and the best resources to respond to those emails and provide an excellent customer experience. There are two email solutions: Email classic and Engage cloud Email. |
PEC-ES/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-ES/Current/Administrator/categSR | Default responses, known as standard responses, enable you to send welcoming, helpful answers to frequently-submitted queries from customers. |
PEC-ES/Current/Administrator/createcat | Plan and build a category tree to provide the hierarchy for your standard responses. |
PEC-ES/Current/Administrator/createSR | Create standard responses that agents can use as automatic replies to emails, chats, social engagement, and SMS. |
PEC-ES/Current/Administrator/FCanatomy | View formula usage in field codes. |
PEC-ES/Current/Administrator/FCexmpls | View examples of the use of field codes. |
PEC-ES/Current/Administrator/FCinKM | Learn how to create field codes and include them in your standard responses. |
PEC-ES/Current/Administrator/fieldcode | Create a wide range of field code types, which you can use to customize the standard response sent to a particular customer. |
PEC-ES/Current/Administrator/GetStarted | Learn how to get started with eServices Manager. |
PEC-ES/Current/Administrator/manageObjs | Learn how to manage and work with eServices Manager objects such as categories, standard responses, field codes, and screening rules. |
PEC-ES/Current/Administrator/ScrRules | Screening rules enable you to analyze messages so that you can decide how to handle them. This page describes screening rules and provides examples for common purposes. |
PEC-ES/Current/Administrator/SRuleRef | View the functions, arguments, and regular expressions that you can use in screening rules, and how they operate to screen messages. |
PEC-ES/Current/Administrator/SRuleUse | Create, manage, and test screening rules that you can use to screen messages. |
PEC-ES/Current/Administrator/variables | Learn how you can use system variables, custom variables, and your own data in standard responses. |
PEC-GPA/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-GPA/Current/Administrator/GplusActivityHistory90 | Activity history entries are created by Gplus Adapter in Salesforce at the end of a call, chat, SMS, email, open media interaction, or an outbound campaign call. |
PEC-GPA/Current/Administrator/GplusClickToDial90 | Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in Agent Setup, Adapter formats the selected phone number and then dials it. These configurations are often helpful while dialing an international number. Agents see the formatted phone number in the screen pop. |
PEC-GPA/Current/Administrator/GPlusGenFeatures | Gplus Adapter integrates Genesys interaction handling capabilities into Salesforce. The Adapter window is accessed through the Adapter button in the Salesforce Utility Bar. The Adapter window displays agent status at all times. The Adapter window can be docked, undocked, moved, resized, minimized, and maximized. Some Genesys interactions events cause the Adapter window to be maximized automatically. |
PEC-GPA/Current/Administrator/GPlusMigration90 | Follow this procedure to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce. |
PEC-GPA/Current/Administrator/GplusSalesforce | Genesys Multicloud CX offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment. |
PEC-GPA/Current/Administrator/GplusSalesforceClassic | The steps to setup and access Gplus Adapter in Salesforce Classic. |
PEC-GPA/Current/Administrator/GPlusSalesforceLightning | The steps to setup and access Gplus Adapter in Salesforce Lightning. |
PEC-GPA/Current/Administrator/GplusScreenPop90 | Screen pop displays a relevant record or a search results list from Salesforce to support agents when they are handling interactions. |
PEC-GPA/Current/Administrator/GplusServiceClientAPI | Gplus Adapter supports the Genesys Service Client API, which you can use for custom features. |
PEC-GPA/Current/Administrator/GPlusSSO90 | You can configure Gplus Adapter to use either your own IDP or Salesforce as an IDP. |
PEC-GPA/Current/Administrator/GplusTroubleshoot90 | If you are having issues with Gplus Adapter integration with Salesforce, you can try some of these solutions. |
PEC-GPA/Current/Agent | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-GPA/Current/Agent/GPASFL | Gplus Adapter for Salesforce is a soft phone integrated within the Salesforce environment that offers many of the same features as the Genesys Agent Workspace (v9). |
PEC-GPA/Current/Agent/GPASFLActivityHistory | Gplus Adapter adds details about the interactions you handle works in the Salesforce contact activity history. |
PEC-GPA/Current/Agent/GPASFLClickToDial | Click-to-dial makes connecting to your customers easy. All you have to do is click their phone number to make a call. |
PEC-GPA/Current/Agent/GPASFLGettingStarted | Logging in and getting ready to take call and handle Genesys Digital channels. |
PEC-GPA/Current/Agent/GPASFLScreenPops | When you receive an interaction, a contact Salesforce record pops up in Salesforce. |
PEC-GPA/Current/Agent/GPASFLWWE | Gplus Adapter for Salesforce enables you to handle Genesys contact center functions from Salesforce. It integrates Salesforce features such as activity history update, screen pop, and click-to-dial. |
PEC-GPA/HIW | Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys contact center interactions. |
PEC-GS/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-GS/Current/Administrator/SPDeploy | How to deploy and configure the Genesys Softphone in your environment, including both standard and Virtual Desktop Infrastructure (VDI) installations. |
PEC-GS/Current/Administrator/SPOptions | Configuration settings by container and domain found in the Softphone.config file in the Genesys Softphone Installation Directory. |
PEC-GS/Current/Administrator/SPOverview | The architecture and features of Genesys Softphone when deployed in your environment. |
PEC-GS/Current/Administrator/SPSettings | How to set up your audio devices, such as headsets, to work with Genesys Softphone. |
PEC-GS/Current/Administrator/SPSSO | How to configure Genesys Softphone for single sign-on with Agent Workspace. |
PEC-GS/HIW | Genesys Softphone is a standalone SIP endpoint installable. That means it takes on the role of Session Initiation Protocol (SIP) Endpoint, the target of a SIP call, and call control. With Genesys Softphone, agents can make and receive calls from their workstation instead of through a hard phone. |
PEC-GS/Users | Genesys Softphone is an application that enables your computer and phone or headset to connect to the public phone system. This article tells you how to use Genesys Softphone on your workstation, including how to start Genesys Softphone, activate and register users, view device and user status, and make and receive calls. |
PEC-IVR/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-IVR/Current/Administrator/EntIVR | Enterprise IVR (EIVR) is an Inbound Voice offering wherein both the computer (GVP) and the application or call-flow are installed in the Genesys Cloud CX and managed by Genesys. The customer and Genesys work closely together to create and test a suitable IVR call-flow. |
PEC-IVR/Current/Administrator/GVP | Genesys Voice Platform (GVP) is a software-only, standards-based voice portal that provides cost-effective customer interactions, 24x7, for businesses using voice, video, the web, and the cloud. |
PEC-IVR/Current/Administrator/GVPCreateDID | All procedures begin in the DID Groups Main Page. |
PEC-IVR/Current/Administrator/GVPProvisionIVR | You can use Platform Administration to provision IVR profiles and Map Direct Inward Dialing (DID) Groups to IVR profiles. You don't have to ask a manager or a system administrator. |
PEC-IVR/Current/Administrator/IVRprov | You can use IVR Administration to provision Voice Platform Profiles (IVR profiles) and map Direct Inward Dialed (DID) Groups to these IVR profiles. |
PEC-IVR/Current/Administrator/ManageDID | All procedures begin in the DID Groups Main Page. |
PEC-IVR/Current/Administrator/Operations | Interactive Voice Response (IVR) assists in resolving your customers' issues when they call into your company. Your customer and the IVR interact with one another to drill-down on what the customer wants to do and, ideally, the IVR resolves the issue without having to transfer the call to an agent. |
PEC-IVR/HIW | Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. |
PEC-IWD/Current/Administrator | IWD lets you capture work items, emails and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location. |
PEC-IWD/Current/Administrator/IWD | IWD lets you capture work items, emails and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location. |
PEC-IWD/Current/Administrator/IWDCategories | Work with the Categories that segment your work items, emails and leads ("work items") and the Rules that control how work items are processed. |
PEC-IWD/Current/Administrator/IWDEndpoints | Set up and work with Endpoints that correspond to the Designer application Endpoints which determine how work items are distributed. |
PEC-IWD/Current/Administrator/IWDFAQ | FAQs, hints, tips and best practices for your IWD implementation. |
PEC-IWD/Current/Administrator/IWDGTL | Quickly filter, find, display, manage the status of, or update the content attributes of work items, emails and leads ("work items") either individually or in bulk. |
PEC-IWD/Current/Administrator/IWDIntegrateWFM | Collect WFM statistics for your contact center workforce by integrating IWD with Genesys Workforce Management (WFM). |
PEC-IWD/Current/Administrator/IWDMailboxes | Display and change details of all Genesys Multicloud CX Email boxes ("mailboxes") and add new ones. |
PEC-IWD/Current/Administrator/IWDManager | Learn the layout and controls of Workload Manager's universal work item queue on the Universal Queue tab.
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PEC-IWD/Current/Administrator/IWDMonitor | Describes the six different work item and email dashboards on the Workload Manager Dashboards tab. |
PEC-IWD/Current/Administrator/IWDOfficeMailbox | Prepare to set up Office 365 mailboxes by adding a new Enterprise Application in the Azure Active Directory (AD) portal. This one-time authorization procedure is a prerequisite for setting up Office 365 mailboxes. |
PEC-IWD/Current/Administrator/IWDPrioritization | Set up and work with the Prioritization schemas that control the initial prioritization and subsequent reprioritization of work items, emails and leads ("work items"). |
PEC-IWD/Current/Administrator/IWDQueries | Workload Manager uses Lucene queries in matching rules with a predefined syntax. Lucene query uses a syntax to parse and split the provided query string based on operators, such as AND or NOT. The query then analyzes each split text independently before returning a result of positive or negative matching. Learn about how you can use the query to create a complex rule that includes wildcard characters, searches across single or multiple fields, and more. Though the Lucene query is versatile, the query is strict and returns an error if the query string includes any invalid syntax. |
PEC-IWD/Current/Administrator/IWDRBAC | Understand, assign and edit the access privileges of the different Workload Manager users (roles). Genesys Professional Services configure roles and privileges initially, using the default values described in this page. |
PEC-IWD/Current/Administrator/IWDSettings | Summarizes and links to the five main articles that describe Workload Manager's Configuration tab, where you can configure your IWD implementation. |
PEC-IWD/Current/Administrator/IWDSetup | Learn how to set up IWD, integrate it with third-party source systems and/or email providers, and use the IWD API to submit work items, emails and leads ("work items") to IWD. |
PEC-IWD/Current/Administrator/IWDSummary | Shows what the Summary View tab contains. |
PEC-IWD/Current/Administrator/IWDTestProvision | Create an end-to-end test of your IWD provisioning setup in conjunction with the supplied CIWD Designer sample application. |
PEC-IWD/Current/IWDDMPEGuide | Find links to all the topics in this guide. |
PEC-IWD/Current/IWDDMPEGuide/Architecture | Learn about the iWD Data Mart's architecture. |
PEC-IWD/Current/IWDDMPEGuide/Configure | Learn how to configure IWD Data Mart. |
PEC-IWD/Current/IWDDMPEGuide/Deploy | Learn how to deploy IWD Data Mart (IWDDM) into a private edition environment. |
PEC-IWD/Current/IWDDMPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-IWD/Current/IWDDMPEGuide/Observability | |
PEC-IWD/Current/IWDDMPEGuide/Overview | Learn about iWD Data Mart and how it works in Genesys Multicloud CX private edition. |
PEC-IWD/Current/IWDDMPEGuide/Planning | Find out what to do before deploying IWD Data Mart. |
PEC-IWD/Current/IWDDMPEGuide/Provision | Learn how to provision IWD Data Mart. |
PEC-IWD/Current/IWDDMPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall IWDDM. |
PEC-IWD/Current/IWDPEGuide | Find links to all the topics in this guide. |
PEC-IWD/Current/IWDPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
PEC-IWD/Current/IWDPEGuide/Configure | Learn how to configure IWD. |
PEC-IWD/Current/IWDPEGuide/Deploy | Learn how to deploy Intelligent Workload Distribution (IWD) into a private edition environment. |
PEC-IWD/Current/IWDPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-IWD/Current/IWDPEGuide/Logging | Learn how to store logs for Email. |
PEC-IWD/Current/IWDPEGuide/Observability | |
PEC-IWD/Current/IWDPEGuide/Overview | Learn about IWD and how it works in Genesys Multicloud CX private edition. |
PEC-IWD/Current/IWDPEGuide/Planning | Find out what to do before deploying IWD. |
PEC-IWD/Current/IWDPEGuide/Provision | Learn how to provision IWD. |
PEC-IWD/Current/IWDPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall IWD. |
PEC-IWD/HIW | IWD lets you capture work items from existing enterprise workflow systems and create, monitor and manage a Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location. |
PEC-OU/Current/CXContact | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-OU/Current/CXContact/AboutLists | Learn the basics about contact lists. |
PEC-OU/Current/CXContact/AdvInput | Learn how to use various advanced input techniques to modify data when creating data mapping schemas. |
PEC-OU/Current/CXContact/Analytics | Learn about the key features in CX Contact Analytics and how to design your own dashboards. |
PEC-OU/Current/CXContact/ApplyTreatments | Learn about treatments in CX Contact. |
PEC-OU/Current/CXContact/CallerIDSets | Learn how to build and modify what appears on the called phones per-campaign or per-call. |
PEC-OU/Current/CXContact/calllistloading | Learn about the Device Import Detail Report Dashboard. |
PEC-OU/Current/CXContact/callresult | Learn about the Call Result Record Dashboard. |
PEC-OU/Current/CXContact/campaigngroupevent | Learn about the Campaign Group Event Record Dashboard. |
PEC-OU/Current/CXContact/CampaignGrps | Learn how to set up and manage a campaign group. |
PEC-OU/Current/CXContact/Campaigns | Learn how to create and manage a campaign template. For general information about campaign templates and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page. |
PEC-OU/Current/CXContact/CampaignsPage | View the fields and metrics that are displayed on the campaigns dashboard. |
PEC-OU/Current/CXContact/CampaignsTab | Learn how to create and manage campaigns. |
PEC-OU/Current/CXContact/Channels | Learn how to enable channels. |
PEC-OU/Current/CXContact/ComplianceTab | Learn how to set up and manage compliance tools and contact suppression lists. |
PEC-OU/Current/CXContact/CompTools | Learn about the compliance tools used to restrict contact attempts. The compliance tools include the following: |
PEC-OU/Current/CXContact/Consent | Learn how to view, create, and manage Consent lists. |
PEC-OU/Current/CXContact/contacthistory | Learn about the Contact History Record Dashboard. |
PEC-OU/Current/CXContact/ContactSearch | Learn how to browse a contact list. |
PEC-OU/Current/CXContact/CreateEditSchedule | Learn how to create and edit schedules that automatically and periodically run Campaign Groups. |
PEC-OU/Current/CXContact/createpanel | Learn how to create an Analytics Dashboard Panel. |
PEC-OU/Current/CXContact/dashboardconfiguration | Learn how to configure a Dashboard. |
PEC-OU/Current/CXContact/dashboardrowconfig | Learn how to create rows in your analytics dashboards. |
PEC-OU/Current/CXContact/DataMapping | Learn how to create a data mapping schema and apply the schema to a contact list. |
PEC-OU/Current/CXContact/DeliveryRetry | Learn about all Delivery and Retry options and how to define a treatment plan. If you're looking for information about device escalation, go here. For information about SCXML-based treatments, go here. |
PEC-OU/Current/CXContact/DeviceEscalation | Learn about the Device Escalation sub-tab of the Treatment tab. For information on the Delivery Options sub-tab or the Retry Options sub-tab, go here. For information about applying SCXML treatment scripts, go here. |
PEC-OU/Current/CXContact/DialingModes | Learn about the available dialing modes and IVR modes. |
PEC-OU/Current/CXContact/DialingProfile | Learn how to set up a dialing profile. For general information about dialing profiles and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page. |
PEC-OU/Current/CXContact/EmailCampaign | Learn how to build and modify email templates if you plan to run a campaign using the email channel. |
PEC-OU/Current/CXContact/FieldLabels | Learn how to change the default label for a user field. |
PEC-OU/Current/CXContact/Filters | Learn more about how to use filters in dashboards. |
PEC-OU/Current/CXContact/FTPAutomation | Learn how to create and manage List Automation Tasks. |
PEC-OU/Current/CXContact/GetStarted | Learn how to get started with the CX Contact application. |
PEC-OU/Current/CXContact/importexport | Learn how to import/export a Dashboard and Panels. |
PEC-OU/Current/CXContact/Introduction | Learn about the key concepts related to CX Contact. |
PEC-OU/Current/CXContact/job | Learn about the Job Record Dashboard. |
PEC-OU/Current/CXContact/ListFilters | Learn how to apply phone number filters. |
PEC-OU/Current/CXContact/ListRules | Learn how to create and manage List Rules. |
PEC-OU/Current/CXContact/Lists | Learn how to import and manage contact lists. |
PEC-OU/Current/CXContact/ListsSpecFiles | Learn how to apply a specification file to a contact list. |
PEC-OU/Current/CXContact/ListsTab | Use this section of the user interface to create and manage contact lists. |
PEC-OU/Current/CXContact/ListWeighting | Learn how to assign weights to contact lists. |
PEC-OU/Current/CXContact/PacingOptions | Learn about pacing and optimization to define the way in which contact attempts are made. |
PEC-OU/Current/CXContact/PBAC | Learn about partition-based access controls. |
PEC-OU/Current/CXContact/preloading | Learn about the Preloading Record Dashboard. |
PEC-OU/Current/CXContact/RBAC | Learn about Role-based Access Controls. |
PEC-OU/Current/CXContact/Schedules | Learn how to use schedules to automatically and periodically run Campaign Groups. |
PEC-OU/Current/CXContact/SchedulesDashboard | Learn more about the Outbound Schedules Dashboard. |
PEC-OU/Current/CXContact/SCXML | Learn how to apply an SCXML-based treatment. |
PEC-OU/Current/CXContact/SettingsTab | Learn how to view or change any of the following settings: |
PEC-OU/Current/CXContact/SMSCampaign | Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel. |
PEC-OU/Current/CXContact/smsemail | Learn about the SMS/EMAIL Record Dashboard. |
PEC-OU/Current/CXContact/smsnx | Learn about the SMS/Email Conversations Dashboard. |
PEC-OU/Current/CXContact/Suppression | Learn how to manage Suppression Lists. |
PEC-OU/Current/CXContact/Terminology | Learn about the basic structure and terminology for an outbound campaign. |
PEC-OU/Current/CXContact/TimeConstraints | Use Time Constraint options to define an acceptable calling window. |
PEC-OU/Current/CXContact/TimeZones | Learn how CX Contact assigns a time zone to a record within a contact list. |
PEC-OU/Current/CXContact/TriggerRules | Learn how to create Trigger Rules for various CX Contact events. |
PEC-OU/Current/CXContact/useractions | Learn about the User Actions Dashboard. |
PEC-OU/Current/CXCPEGuide | Find links to all the topics in this guide. |
PEC-OU/Current/CXCPEGuide/Architecture | Learn about CX Contact architecture. |
PEC-OU/Current/CXCPEGuide/Architecture new | Learn about the architeture for this service.No results architecture |
PEC-OU/Current/CXCPEGuide/Configure | Learn how to configure CX Contact. |
PEC-OU/Current/CXCPEGuide/Deploy | Learn how to deploy CX Contact into a private edition environment. |
PEC-OU/Current/CXCPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-OU/Current/CXCPEGuide/Observability | |
PEC-OU/Current/CXCPEGuide/Overview | Learn about CX Contact and how it works in Genesys Multicloud CX private edition. |
PEC-OU/Current/CXCPEGuide/Planning | Find out what to do before deploying CX Contact. |
PEC-OU/Current/CXCPEGuide/Provision | Learn how to provision CX Contact. |
PEC-OU/Current/CXCPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall CX Contact. |
PEC-OU/CXC | CX Contact is an outbound campaign management application used to create, manage, and monitor outbound voice, SMS, and email campaigns. |
PEC-OU/HIW | Using CX Contact (an outbound campaign management application), Outbound lets you run voice, SMS or email campaigns using a cloud-based dialing engine on the back end. |
PEC-PA/AllDeprecations | |
PEC-REC/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-REC/Current/Administrator/AccessControl | Each recording file is considered an object that is subject to access control at the user level. This page describes how to control user access. |
PEC-REC/Current/Administrator/Backup | The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice and/or screen recording files prior to their automated deletion. This page describes how to set up the RCBS. |
PEC-REC/Current/Administrator/EncryptingRecordings | The Genesys recording solution requires proper management of public and private keys used to encrypt voice and screen recordings. This page describes the process for generating and installing the public and private keys. |
PEC-REC/Current/Administrator/GetStarted | Learn how to get started with the Recording, QM, and Speech Analytics solution. |
PEC-REC/Current/Administrator/ScreenRecordingConfig | Genesys Interaction Recording (GIR) requires that a Screen Recording Service (SRS) be installed on each Agent's desktop. This page describes how to install the SRS. |
PEC-REC/Current/User | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-REC/Current/User/actionitem | Use Action Items to manage SpeechMiner tasks. Action Items allow you to create and monitor a task for yourself and/or others. For example, a supervisor can create an Action Item that asks a staff member to create a series of sessions. The staff member can add notes as he/she progresses with the task and his/her supervisor can monitor the progress. |
PEC-REC/Current/User/analyzerelatedwords | Use the Related Words window to explore and analyze the usage of terms and phrases commonly found (that is, co-occur) in the same areas of an interaction. The Related Words window is a graphic representation of the frequency of terms, phrases and term clusters. Click a term, phrase and/or cluster to discover new business issues and zero in on existing customer and employee behavior trends. |
PEC-REC/Current/User/availabletemplates | Use this page to learn about all the report templates that are available for the SpeechMiner UI. Reports allow you to drill down within the report to view additional details about any graphic component (for example, graph bars, line or table headers), by simply clicking the component. |
PEC-REC/Current/User/blacklist | Use the Blacklist to manage a list of terms/phrases that should be ignored by the system when analyzing Trending data. The Blacklist applies to all users, views and languages. |
PEC-REC/Current/User/Categories | SpeechMiner UI extracts interaction content to categorize interactions, so you can better understand why customers are calling. That is, categorization provides quantitative information (such as an increase in customer complaints or repeat interactions), as well as qualitative information (such as customers stating that they want to switch vendors because of better prices) and subsequently, the intelligence you need to build more effective business strategies. |
PEC-REC/Current/User/configurebrowser | Learn to configure Internet Explorer or Google Chrome to enable you to access the SpeechMiner UI. |
PEC-REC/Current/User/Content Browser | Content Browser enables you to view the interactions associated with specific categories, agents, and programs. For example, selecting the category option will produce a list of all the categories and their sub-categories associated with one or more interactions. |
PEC-REC/Current/User/createanewsearch | Use the Explore > Search menu to define searches to explore interaction or event data. The Search Filter allows you to specify the types of interactions you want to view. |
PEC-REC/Current/User/createdashboard | Use the New Dashboard option to create a dashboard that displays summary information about a specific set of interactions. With this information you can quickly and easily obtain an overall and complete impression of the business issue you are investigating. |
PEC-REC/Current/User/createevaluation | Use Quality Management evaluations to improve agent productivity as well as customer satisfaction. Quality Management evaluations enable you to promote a specific agenda that results in easy detection and training of agents who do not adhere to compliance or specified procedures. |
PEC-REC/Current/User/createform | Use the New Form option to create and manage forms that enable evaluators to provide feedback about a specific agent. When a form is included in an evaluation, it becomes part of a process that helps you identify how an agent is functioning, and subsequently what the agent needs to do in order to maximize your business goals and customer satisfaction. |
PEC-REC/Current/User/createtrendingfilter | Use the Trending filter to create filters that enable you to monitor and analyze terms and phrases within conversations and to identify and explore familiar and unexpected trends. By analyzing term trends within a specific interaction set over specific time periods and/or according to a variety of search criteria (for example, agent and/or customer side, metadata, duration, categories, topics, agents, work groups, language and so on), Trending enables you to better understand emerging business issues, pinpoint events that may require close attention, identify process or service issues before they escalate and recognize strengths and weaknesses of the organization’s employees, products, and processes.
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PEC-REC/Current/User/dashboard | Use the SpeechMiner UI Dashboard to generate a summary view of interaction details relevant to a particular interaction set. A dashboard with one or more widgets allows you to quickly and easily understand the business issue you are investigating. |
PEC-REC/Current/User/evaluationmanager | Use the Evaluation Manager to create and manage Quality Management evaluations that enable you improve agent productivity as well as customer satisfaction. With the options provided in the Evaluations Manager you can provide agents with objective assessments, motivate agents with training opportunities, recognize and keep top employees, and create evaluation reports. |
PEC-REC/Current/User/evaluationsession | Use Evaluation Sessions to help ensure that an agent's participation in an interaction coincides with a specific business agenda. A completed evaluation session provides a view into how an agent communicates with consumers. Such evaluation sessions provide consistent and regular feedback that helps surface insightful reports, comments and suggestions that can lead to formal skills training and action plans to improve an agent's performance. |
PEC-REC/Current/User/explore | Use the Explore options to filter massive quantities of interaction data to find interactions that are most related to the business issue you are investigating. The search query that you create can be of varying complexity, ranging from a specific agent to sophisticated criteria that define not only the agent to search for, but also their retrieval conditions (for example, date range, interaction type, metadata, and so on). |
PEC-REC/Current/User/exporttrendingdata | Exporting Trending data enables you to compare data across different Trending Filter results. The Trending data is exported to a .csv file. |
PEC-REC/Current/User/faq | Use this page to get answers to a few of the most frequently asked questions about Quality Management (QM).
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PEC-REC/Current/User/formmanager | Use the Forms Manager to create feedback forms to use when evaluating your contact center agents. When a form is included in an evaluation, it becomes part of a process that helps you identify how an agent is functioning, and subsequently what the agent needs to do in order to maximize your business goals and customer satisfaction. |
PEC-REC/Current/User/formquestions | A Quality Management form must contain one or more questions. This page describes the types of questions you can use, how to create and use question groups, and how to weigh the answers. |
PEC-REC/Current/User/GetStarted | This guide describes how you can use the SpeechMiner user interface to perform search and playback for voice and screen recordings, traditional quality management tasks such as evaluation of interactions through form-based scoring, or advanced speech analytics such as topic analysis or trending and exploration analysis of transcripts. |
PEC-REC/Current/User/interactionlist | Use the Interaction Lists options to create collections of one or more interactions for targeted analysis about a specific business issue. |
PEC-REC/Current/User/interactions | Use the interaction transcript to gain insight about specific characteristics associated with the interaction. |
PEC-REC/Current/User/mediaplayer | Use the Media Player to play back the audio of a recorded interaction and explore other aspects of the interaction. With the Media Player you can listen to an interaction, access a transcript of the interaction to view the words spoken, read comments to view other users ideas and thoughts about the interaction, add your own comments, view events associated with the interaction, an so on. |
PEC-REC/Current/User/performevaluationsession | Use Evaluation Sessions to provide to identify the skill sets of your agents, as well as any skill gaps that need to be filled by additional training. This page describes how to perform an evaluation session and how you can subsequently modify and/or archive it. |
PEC-REC/Current/User/permalink | Use the Permalink feature to save a network address for a particular item, such as a query or a report. This makes it easy to access the item again.
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PEC-REC/Current/User/Programs | A program is a set of instructions that tell SpeechMiner UI what to recognize in recorded conversations between contact center agents and customers, in relation to a specific business issue. |
PEC-REC/Current/User/qm | Use Quality Management (QM) to move beyond random sampling to gain a deeper understanding of agent/customer interactions. QM features can help you gain insight into customer interactions and ways in which agents can improve them. |
PEC-REC/Current/User/reports | Use Reports to create a summary and analyses of interaction, speech, and external metadata. This page describes how to set up and generate reports and what you can do with them. |
PEC-REC/Current/User/reporttemplates | Use the approximately 28 Report templates to view details about specific aspects of your organization. The variety of reports and the drill-down options within each one enable you to investigate a wide range of topics. |
PEC-REC/Current/User/reportwidget | Use the Report widget to display the data for any report saved in your system. The Report widget can be configured to display information about a variety of topics. Adding more than one Report widget to a single dashboard enables you to display different types information. |
PEC-REC/Current/User/savedreport | Use a saved report to view specific information on demand or according to a schedule. Saved reports enable you to periodically view data for business issues that may reoccur. |
PEC-REC/Current/User/savedtrendingfilters | Use Saved Trending filters to support historical analysis and/or to enable you to rerun the filter for different time periods. |
PEC-REC/Current/User/searchresultsgrid | Use the Search Results Grid to find interactions that best match your business analysis. You can filter the results displayed in the Search Results Grid using the options in the Search Filter. |
PEC-REC/Current/User/tools | Use the SpeechMiner UI Tools to access an array of global SpeechMiner UI functions and management features. For example, manage and assign specific user views, configure names for metadata filter options, export completed Quality Management sessions, and define tags. |
PEC-REC/Current/User/Topics | A topic enables you to boost the recognition of a specific business issue by telling SpeechMiner UI what phrases to look for. For example, if you want to identify interactions in which the customer wishes to cancel an account, you could create a topic named Cancellation with the following phrases: "Close out my account" and "I need to cancel". |
PEC-REC/Current/User/Topics, Categories, and Programs | Topics, Categories, and Programs are SMART features that are used when creating a set of instructions designed to help gather and deliver valuable intelligence that business users readily understand and use. |
PEC-REC/Current/User/trending | Use this page to monitor and analyze terms and phrases within conversations according to a variety of search criteria to better understand familiar and unexpected trends. |
PEC-REC/Current/User/trendingchartdata | Use the Trending chart to further analyze the relevance of a term/phrase, by studying the information panel that accompanies the Trending bubble chart. |
PEC-REC/Current/User/trendingtoolbar | Use the Trending filter options to refine the data in the Trending page. |
PEC-REC/Current/User/trendingtooltip | The bubble chart that appears after you run the Trending Filter includes a variety of information that enables you to better understand the changes and distribution of terms and phrases within a selected interaction set. |
PEC-REC/Current/User/usernew | Review this page to discover the new features that were released for the latest SpeechMiner UI. |
PEC-REC/Current/User/whatisaninteraction | An interaction is communication between an agent and a customer. |
PEC-REC/Current/User/widgets | Use Widgets to display summary information about a specific set of interactions. With Widgets you can better understand the nature of all interactions within a specific interaction list. |
PEC-REC/Current/User/workingwithdashboard | Use Dashboards to organize summary information about interactions. A Dashboard provides you with the tools that enable you obtain an overall and complete impression of the business issue you are investigating. For example, you can create a dashboard with a Report widget (to give you a snapshot of metrics and key performance indicators). |
PEC-REC/HIW | The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization. |
PEC-REP/AllDeprecations | |
PEC-REP/Current/Administrator | Perform basic administrator tasks for your reporting tools and users. |
PEC-REP/Current/Administrator/GDPR-GCXI | Ensure that you handle Personal Identifiable Information (PII) in accordance with General Data Protection Regulation (GDPR) standards. |
PEC-REP/Current/Administrator/HRCXISchdlRprts | Schedule the periodic delivery of reports. |
PEC-REP/Current/Administrator/HRCXIUsrMgmt | Manage Reporting GCXI (historical reporting) user accounts. |
PEC-REP/Current/GCXIMCPRG | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-REP/Current/GCXIMCPRG/Agent | Objects that you can use to organize and filter agent-related data. |
PEC-REP/Current/GCXIMCPRG/AgentAttributes | Attributes that you can use to build agent-focused reports. |
PEC-REP/Current/GCXIMCPRG/AgentMetrics | Metrics that you can use to build agent-focused reports. |
PEC-REP/Current/GCXIMCPRG/BillingData | Objects that you can use to organize and filter data customer usage data related to billing. |
PEC-REP/Current/GCXIMCPRG/BillingDataAttributes | Attributes that you can use to build billing-related reports. |
PEC-REP/Current/GCXIMCPRG/BillingDataMetrics | Metrics that you can use to build billing-related reports. |
PEC-REP/Current/GCXIMCPRG/Business Attribute | Objects that you can use to organize and filter Genesys Info Mart data related to business attributes. |
PEC-REP/Current/GCXIMCPRG/Business AttributeAttributes | Attributes that you can use to build reports based on business attributes. |
PEC-REP/Current/GCXIMCPRG/Business AttributeMetrics | Metrics that you can use to build reports based on business attributes. |
PEC-REP/Current/GCXIMCPRG/Callback | Objects that you can use to organize and filter data related to callbacks. |
PEC-REP/Current/GCXIMCPRG/CallbackAttributes | Attributes that you can use to build callback-related reports. |
PEC-REP/Current/GCXIMCPRG/CallbackMetrics | Metrics that you can use to build callback-related reports. |
PEC-REP/Current/GCXIMCPRG/Chat | Objects that you can use to organize and filter chat-related data from Genesys Info Mart. |
PEC-REP/Current/GCXIMCPRG/ChatAttributes | Attributes that you can use to build chat-related reports. |
PEC-REP/Current/GCXIMCPRG/ChatMetrics | Metrics that you can use to build chat-related reports. |
PEC-REP/Current/GCXIMCPRG/Co-browse | Objects that you can use to organize and filter data related to agent handling of contact center interactions involving Co-browse sessions. |
PEC-REP/Current/GCXIMCPRG/Co-browseAttributes | Attributes that you can use to build co-browse-related reports. |
PEC-REP/Current/GCXIMCPRG/Co-browseMetrics | Metrics that you can use to build co-browse-related reports. |
PEC-REP/Current/GCXIMCPRG/Designer | Objects that you can use to organize and filter information about Interactive-Voice-Response (IVR) usage in your contact center. |
PEC-REP/Current/GCXIMCPRG/DesignerAttributes | Attributes that you can use to build IVR-related reports. |
PEC-REP/Current/GCXIMCPRG/DesignerMetrics | Metrics that you can use to build IVR-related reports. |
PEC-REP/Current/GCXIMCPRG/Detail | Objects that you can use to organize and filter detail information from Genesys Info Mart. |
PEC-REP/Current/GCXIMCPRG/DetailAttributes | Attributes that you can use to build detail reports. |
PEC-REP/Current/GCXIMCPRG/DetailMetrics | Metrics that you can use to build detail reports. |
PEC-REP/Current/GCXIMCPRG/HRCXIAboutProjects | Learn about Genesys CX Insights projects. |
PEC-REP/Current/GCXIMCPRG/HRCXIAdtnlRes | Links to additional resources related to GCXI. |
PEC-REP/Current/GCXIMCPRG/IWD | Build agent-related reports based on data from Intelligent Workload Distribution (IWD). |
PEC-REP/Current/GCXIMCPRG/IWDAttributes | Attributes that you can use to build reports based on IWD data. |
PEC-REP/Current/GCXIMCPRG/IWDMetrics | Metrics that you can use to build reports based on IWD data. |
PEC-REP/Current/GCXIMCPRG/Outbound Contact | Objects that you can use to organize and filter data describing agent handling of contact center interactions involving Outbound campaigns. |
PEC-REP/Current/GCXIMCPRG/Outbound ContactAttributes | Attributes that you can use to build outbound-related reports. |
PEC-REP/Current/GCXIMCPRG/Outbound ContactMetrics | Metrics that you can use to build outbound-related reports. |
PEC-REP/Current/GCXIMCPRG/Predictive Routing | Objects that you can use to organize and filter data describing the performance and effect of Genesys Predictive Routing (GPR) in your contact center. |
PEC-REP/Current/GCXIMCPRG/Predictive RoutingAttributes | Attributes that you can use to build Predictive Routing-related reports. |
PEC-REP/Current/GCXIMCPRG/Project GenesysCXInsights | This project enables you to build historical reports from Genesys Info Mart data. |
PEC-REP/Current/GCXIMCPRG/Project GenesysCXInsightsforIWD | This project enables you to build historical reports from Intelligent Workload Distribution (IWD) data. |
PEC-REP/Current/GCXIMCPRG/Queue | Objects that you can use to organize and filter Info Mart data based on queue-related information. |
PEC-REP/Current/GCXIMCPRG/QueueAttributes | Attributes that you can use to build queue-related reports. |
PEC-REP/Current/GCXIMCPRG/QueueMetrics | Metrics that you can use to build queue-related reports. |
PEC-REP/Current/GCXIMCPRG/Service Objects | Objects that you can use to organize and filter Info Mart data based on a range of time. |
PEC-REP/Current/GCXIMCPRG/Service ObjectsAttributes | Attributes that you can use to build reports for a variety of purposes. |
PEC-REP/Current/GCXIMCPRG/Service ObjectsMetrics | Metrics that you can use to build reports for a variety of purposes. |
PEC-REP/Current/GCXIMCPRG/Time | Objects that you can use to organize and filter Info Mart data based on a range of time. |
PEC-REP/Current/GCXIMCPRG/TimeAttributes | Attributes that you can use to organize data by time in reports. |
PEC-REP/Current/GCXIMCPRG/User Data Call Survey | Objects that you can use to organize and filter Info Mart data related to call surveys. |
PEC-REP/Current/GCXIMCPRG/User Data Call SurveyAttributes | Attributes that you can use to build call survey-related reports. |
PEC-REP/Current/GCXIMCPRG/User Data Example | Objects that enable the measurement of Info Mart data based on custom userdata attributes. |
PEC-REP/Current/GCXIMCPRG/User Data ExampleAttributes | Attributes that enable the measurement of Info Mart data based on custom userdata attributes. |
PEC-REP/Current/GCXIPEGuide | Find links to all the topics in this guide. |
PEC-REP/Current/GCXIPEGuide/Architecture | Learn about Genesys Customer Experience Insights (GCXI) architecture. |
PEC-REP/Current/GCXIPEGuide/ArchitectureMain | Learn about No results architecture. |
PEC-REP/Current/GCXIPEGuide/Configure | Learn how to configure Genesys Customer Experience Insights (GCXI). |
PEC-REP/Current/GCXIPEGuide/ConfigureRAA | Learn how to configure Reporting and Analytics Aggregates (RAA). |
PEC-REP/Current/GCXIPEGuide/Deploy | Learn how to deploy Genesys Customer Experience Insights (GCXI) into a private edition environment. |
PEC-REP/Current/GCXIPEGuide/DeployRAA | Learn how to deploy Reporting and Analytics Aggregates (RAA) into a private edition environment. |
PEC-REP/Current/GCXIPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-REP/Current/GCXIPEGuide/Logging | Learn how to access logs for Genesys Customer Experience Insights (GCXI). |
PEC-REP/Current/GCXIPEGuide/Metrics | Learn about Prometheus metrics you should monitor for Genesys Customer Experience Insights (GCXI). |
PEC-REP/Current/GCXIPEGuide/Observability | |
PEC-REP/Current/GCXIPEGuide/Overview | Learn about Genesys Customer Experience Insights (GCXI) and how it works in Genesys Multicloud CX private edition. |
PEC-REP/Current/GCXIPEGuide/Planning | Find out what to do before deploying Genesys Customer Experience Insights (GCXI). |
PEC-REP/Current/GCXIPEGuide/PlanningRAA | Find out what to do before deploying Reporting and Analytics Aggregates (RAA). |
PEC-REP/Current/GCXIPEGuide/Provision | Learn how to provision Genesys CX Insights Guide (GCXI). |
PEC-REP/Current/GCXIPEGuide/ProvisionRAA | Learn how to provision Reporting and Analytics Aggregates (RAA). |
PEC-REP/Current/GCXIPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall GCXI. |
PEC-REP/Current/GCXIPEGuide/UpgradeRAA | Learn how to upgrade, rollback, or uninstall Reporting and Analytics Aggregates (RAA) |
PEC-REP/Current/GCXIPRG | Link the Genesys CX Insights 9.0 on-premises Projects Reference Guide. |
PEC-REP/Current/GCXIPRG/AgentAttributes | |
PEC-REP/Current/GCXIPRG/AgentMetrics | Use metrics in the Agent folder to build agent-related reports. |
PEC-REP/Current/GIMPEGuide | Find links to all the topics in this guide. |
PEC-REP/Current/GIMPEGuide/ArchitectureMain | Learn about the architeture for this service.No results architecture |
PEC-REP/Current/GIMPEGuide/ConfigureGCA | Learn how to configure GIM Config Adapter (GCA). |
PEC-REP/Current/GIMPEGuide/ConfigureGIM | Learn how to configure GIM. |
PEC-REP/Current/GIMPEGuide/ConfigureGSP | Learn how to configure GIM Stream Processor (GSP). |
PEC-REP/Current/GIMPEGuide/DeployGCA | Learn how to deploy GIM Config Adapter (GCA) into a private edition environment. |
PEC-REP/Current/GIMPEGuide/DeployGIM | Learn how to deploy GIM (GIM) into a private edition environment. |
PEC-REP/Current/GIMPEGuide/DeployGSP | Learn how to deploy GIM Stream Processor (GSP) into a private edition environment. |
PEC-REP/Current/GIMPEGuide/GIMConfigOptions | Options you can use to control GIM behavior. |
PEC-REP/Current/GIMPEGuide/GSPConfigOptions | Options you can use to control GSP behavior. |
PEC-REP/Current/GIMPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-REP/Current/GIMPEGuide/Observability | |
PEC-REP/Current/GIMPEGuide/Overview | Learn about Genesys Info Mart and how it works in Genesys Multicloud CX private edition. |
PEC-REP/Current/GIMPEGuide/PlanningGCA | Find out what to do before deploying GIM Config Adapter (GCA). |
PEC-REP/Current/GIMPEGuide/PlanningGIM | Find out what to do before deploying GIM. |
PEC-REP/Current/GIMPEGuide/PlanningGSP | Find out what to do before deploying GIM Stream Processor (GSP). |
PEC-REP/Current/GIMPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Genesys Info Mart. |
PEC-REP/Current/GVP | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-REP/Current/GVP/CBrowserCLD | Call Browser reports offer you a list of calls (either in-progress or completed) and data from their Call Detail Records. |
PEC-REP/Current/GVP/CDashCLD | Dashboard reports help you monitor calls (either in-progress or completed) from the perspective of IVR Profiles or GVP components. |
PEC-REP/Current/GVP/GetStarted | Learn how to get started with Genesys Voice Platform (GVP) reports. |
PEC-REP/Current/GVP/OpRepCLD | Operational reports show you statistics about the rate of call arrivals, call durations, and peak call volume—by IVR Profile or GVP component. |
PEC-REP/Current/GVP/VARCLD | Voice Application Reporting (VAR) helps you measure the efficiency of your contact center. |
PEC-REP/Current/PulsePEGuide | Find links to all the topics in this guide. |
PEC-REP/Current/PulsePEGuide/Architecture | Learn about Genesys Pulse architecture. |
PEC-REP/Current/PulsePEGuide/ArchitectureMain | Learn about No results architecture. |
PEC-REP/Current/PulsePEGuide/Configure | Learn how to configure Genesys Pulse. |
PEC-REP/Current/PulsePEGuide/Deploy | Learn how to deploy Pulse Web Service (Pulse) into a private edition environment. |
PEC-REP/Current/PulsePEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PEC-REP/Current/PulsePEGuide/Logging | Learn how to store logs for Genesys Pulse. |
PEC-REP/Current/PulsePEGuide/Metrics | Learn which metrics you should monitor for Genesys Pulse and when to sound the alarm. |
PEC-REP/Current/PulsePEGuide/Observability | |
PEC-REP/Current/PulsePEGuide/Overview | Learn about Genesys Pulse and how it works in Genesys Multicloud CX private edition. |
PEC-REP/Current/PulsePEGuide/Planning | Find out what to do before deploying Genesys Pulse. |
PEC-REP/Current/PulsePEGuide/Provision | Learn how to provision Genesys Pulse. |
PEC-REP/Current/PulsePEGuide/PulsePermissionsMetrics | |
PEC-REP/Current/PulsePEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Genesys Pulse. |
PEC-REP/Current/RPRT | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-REP/Current/RPRT/GetStarted | Learn how to navigate in Genesys CX Insights, and how to generate reports. |
PEC-REP/Current/RPRT/GIM | Genesys Info Mart is the component behind the historical reports in your Cloud deployment. This page introduces the Genesys Info Mart historical database, which provides a structure for collecting contact center analytics data and sorting it to provide insights to business users. This information is intended for advanced users. |
PEC-REP/Current/RPRT/HRCXIAbndnDly | Examine the number and percentage of interactions that were abandoned (or disconnected) while queued at a specific queue, and the percentage of abandoned interactions by service time interval. |
PEC-REP/Current/RPRT/HRCXIActvtySmry | View summary information about activities in Designer applications, including the number of activities within a given time period, and the number and percentage of those activities that were complete or incomplete. |
PEC-REP/Current/RPRT/HRCXIAgentConduct | Analyze how well each agent handles incoming calls. |
PEC-REP/Current/RPRT/HRCXIAgentDtls | View a detailed breakdown of an agent's activity. |
PEC-REP/Current/RPRT/HRCXIAgentDtlsA | View a detailed breakdown of an agent's activity. |
PEC-REP/Current/RPRT/HRCXIAgentGrpBusAtr | Compare agent group interaction handling activities against the revenue generated by each group. |
PEC-REP/Current/RPRT/HRCXIAgentGrpIxnHndlng | View detailed information about the interaction-processing performance of agent groups. |
PEC-REP/Current/RPRT/HRCXIAgentGrpMbrshpReport | Examine the distribution of agents among agent groups. |
PEC-REP/Current/RPRT/HRCXIAgentGrpMbrshpReportA | Examine the distribution of agents among agent groups. |
PEC-REP/Current/RPRT/HRCXIAgentGrpQueBusAtr | Analyze agent activities based on a range of call handling attributes. |
PEC-REP/Current/RPRT/HRCXIAgentIntrvlBsd | Analyze key agent performance indicators when handling interactions during specific time intervals. |
PEC-REP/Current/RPRT/HRCXIAgentIxnHrchy | Learn about the hierarchy of interactions that were offered to agents. |
PEC-REP/Current/RPRT/HRCXIAgentLginLgout | Analyze the timing and duration of agent login sessions. |
PEC-REP/Current/RPRT/HRCXIAgentLginLgoutA | Analyze the timing and duration of agent login sessions. |
PEC-REP/Current/RPRT/HRCXIAgentNtRdy | Learn more about the time agents spend in the Not Ready State. |
PEC-REP/Current/RPRT/HRCXIAgentNtRdyRsnCd | Learn more about agent performance, including detailed call handling information for each agent. |
PEC-REP/Current/RPRT/HRCXIAgentOmniAct | View detailed information about how each agent's active time was used. |
PEC-REP/Current/RPRT/HRCXIAgentQueue | Analyze agent performance by reviewing detailed call handling information for each agent, by queue. |
PEC-REP/Current/RPRT/HRCXIAgentSclEngagmnt | Analyze average social media scores for one or more agents. |
PEC-REP/Current/RPRT/HRCXIAgentSmryActvtyActv | Analyze how agents use their active time. |
PEC-REP/Current/RPRT/HRCXIAgentSmryActvtyIxn | Analyze how agent time is spent during interaction handling. |
PEC-REP/Current/RPRT/HRCXIAgentsReports | Use Agents reports to learn more about the performance of agents in your contact center. |
PEC-REP/Current/RPRT/HRCXIAgentState | Monitor agent noncall-related activities. Often used in circumstances where the agent is paid by the minute. |
PEC-REP/Current/RPRT/HRCXIAgentStateA | Monitor agent noncall-related activities. Often used in circumstances where the agent is paid by the minute. |
PEC-REP/Current/RPRT/HRCXIAgentUtilization | Analyze agent performance with respect to customer and consults interactions. |
PEC-REP/Current/RPRT/HRCXIAgentWrap | Examine the time the agents (or agent groups) spend on after-call work (ACW or wrap) activities. |
PEC-REP/Current/RPRT/HRCXIAgntOtbndCmpgnReport | Analyze agent performance in your outbound campaigns. |
PEC-REP/Current/RPRT/HRCXIAgntPerfDshbrd | Analyze agent performance and conduct in the contact center, including information about handle time, interaction volume, and relative ranking compared to other agents. |
PEC-REP/Current/RPRT/HRCXIAgntSmryActActEml | Analyze how agent active time is used when handling email interactions. |
PEC-REP/Current/RPRT/HRCXIAgntUtlztnEml | Perform in-depth analysis of agent active time related to handling email interactions. |
PEC-REP/Current/RPRT/HRCXIAniDetailDshbrd | Explore outcomes of customer interactions based on Automatic Number Identification (ANI). |
PEC-REP/Current/RPRT/HRCXIANIDetails | Explore the outcomes of customer interactions based on Automatic Number Identification (ANI), on a daily or hourly basis. |
PEC-REP/Current/RPRT/HRCXIApplctnDrtn | View detailed information about Interactive Voice Response (IVR) service time durations. |
PEC-REP/Current/RPRT/HRCXIApplctnSmry | Learn about the disposition of Interactive Voice Response (IVR) sessions. |
PEC-REP/Current/RPRT/HRCXIAstSrvsIxns | Analyze the events that precede calls moving from Self Service into Assisted Service. |
PEC-REP/Current/RPRT/HRCXIAsyncIxns | Find out about Chat interactions that are initiated by customers outside of regular business hours. |
PEC-REP/Current/RPRT/HRCXIBDSReports | Learn about your consumption of billable Genesys services. |
PEC-REP/Current/RPRT/HRCXIBlckSmry | Learn about traffic and errors in each application block. |
PEC-REP/Current/RPRT/HRCXIBotAnltcDshbrd | Analyze the impact of bots on the customer experience in interaction flows that involve Genesys Designer applications. |
PEC-REP/Current/RPRT/HRCXIBusMtrExec | Review adherence to baseline service objectives. |
PEC-REP/Current/RPRT/HRCXIBusResReports | Use Business Results reports to learn about the business outcomes that result from activity in your contact center. |
PEC-REP/Current/RPRT/HRCXICallbackDetail | View detailed information about Callback usage in your contact center. |
PEC-REP/Current/RPRT/HRCXICallbackReports | Learn more about the performance of Callback in your contact center. Reports in the Callback folder are ready-to-use, but as always, can be modified to suit your specific business needs. |
PEC-REP/Current/RPRT/HRCXICallbackSummary | Analyze overall callback success rates in your contact center by reviewing the volume of callback calls, success rates, resulting savings, and customer wait times. |
PEC-REP/Current/RPRT/HRCXICCDshbrd | View detailed information about interaction volumes and KPIs for the whole contact center. |
PEC-REP/Current/RPRT/HRCXIChatEngmnt | Analyze the volume and duration of agent chat engagements agents. |
PEC-REP/Current/RPRT/HRCXIChatMsgStat | Analyze the volume and duration of chat exchanges between customers and agents. |
PEC-REP/Current/RPRT/HRCXIChatReports | Learn more about chat volumes, statistics, and outcomes in your contact center. |
PEC-REP/Current/RPRT/HRCXIChatSssn | Examine the number of chat sessions, the number of messages within chat sessions, and how often chats were missed or transferred. |
PEC-REP/Current/RPRT/HRCXIChatThread | View detailed information about chat sessions and threads. |
PEC-REP/Current/RPRT/HRCXICmpgnClbkSmry | Analyze the use of Callback in your campaign. |
PEC-REP/Current/RPRT/HRCXICmpgnSmry | Monitor the overall progress of your campaign. |
PEC-REP/Current/RPRT/HRCXICntctLstEft | Analyze the success rates of your contact lists, focusing on the frequency of SIT detection. |
PEC-REP/Current/RPRT/HRCXICoBrwsDetail | Assess agent handling of contact center interactions that include Co-browse sessions. |
PEC-REP/Current/RPRT/HRCXICoBrwsReports | Learn more about agent handling of contact center interactions that involve Co-browse sessions. |
PEC-REP/Current/RPRT/HRCXICoBrwsSmry | Analyze each agent's handling of interactions that involve Co-browse sessions. |
PEC-REP/Current/RPRT/HRCXICustomizingReports | Modify out-of-box reports to customize them for your business needs. Information on this page applies to both reports and dashboards, but for simplicity, refers to them simply as reports. |
PEC-REP/Current/RPRT/HRCXICustPersp | Monitor customer experience in the contact center. |
PEC-REP/Current/RPRT/HRCXIDashboards | Learn about dashboards, which provide visual summaries of activity in your contact center, and are organized to suit your role in the organization. |
PEC-REP/Current/RPRT/HRCXIDetail | View detailed information about activity in your contact center, from many different perspectives. |
PEC-REP/Current/RPRT/HRCXIEmail | Learn more about email interaction volumes, statistics, and outcomes in your contact center. |
PEC-REP/Current/RPRT/HRCXIFnlDspstnDshbrd | Analyze trends in interaction outcomes based on whether interactions conclude in the Self-Service phase or enter the Assisted-Service phase and are routed to a DN or agent. |
PEC-REP/Current/RPRT/HRCXIForiWD | Analyze activity in contact centers that use iWD Data Mart. |
PEC-REP/Current/RPRT/HRCXIGetStarted | Navigate in Genesys CX Insights to access and run/generate historical reports, and control what data appears in reports. |
PEC-REP/Current/RPRT/HRCXIGPRAgntOcpncy | Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on the use of agent's time. |
PEC-REP/Current/RPRT/HRCXIGPRAHTQ | Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on your contact center efficiency. |
PEC-REP/Current/RPRT/HRCXIGPRMdlEfcncy | Evaluate the impact that enabling various GPR prediction models has on your contact center efficiency. |
PEC-REP/Current/RPRT/HRCXIInbndVce | View information about Named and Concurrent Users Count usage. |
PEC-REP/Current/RPRT/HRCXIIncludedReports | View a complete list, organized by type, of the out-of-box historical reports and dashboards that are included with Genesys CX Insights. |
PEC-REP/Current/RPRT/HRCXIIVRBotAnltcDshbrd | Analyze the impact of bots on the customer experience in interaction flows that involve Genesys Designer applications. |
PEC-REP/Current/RPRT/HRCXIIVRFnlDspstnDshbrd | Analyze trends in interaction outcomes based on whether interactions conclude in the Self-Service phase or enter the Assisted-Service phase and are routed to a DN or agent. |
PEC-REP/Current/RPRT/HRCXIIVRReports | View information about Interactive-Voice-Response (IVR) usage in your contact center. |
PEC-REP/Current/RPRT/HRCXIIVRUsage | View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports. |
PEC-REP/Current/RPRT/HRCXIiWDCptrPntBsnsVlu | Explore the distribution of tasks by process and point of entry (capture point) into the iWD system. |
PEC-REP/Current/RPRT/HRCXIiWDCptrPntDshbrd | Analyze the business value driven through capture points, and the volume of work processed through each capture point. |
PEC-REP/Current/RPRT/HRCXIiWDCptrPntTskDrtn | Identify and plan remediation for bottlenecks in the system. |
PEC-REP/Current/RPRT/HRCXIiWDCstmrSgmntSrvLvlDshbrd | Understand how well each department and process is meeting Service Level Agreements |
PEC-REP/Current/RPRT/HRCXIiWDCstrSgmtSrvcLvl | Examine whether SLAs are being met for each customer segment. |
PEC-REP/Current/RPRT/HRCXIiWDETLAuditDshbrd | Track job execution statistics, including duration, status, and other critical ETL values. |
PEC-REP/Current/RPRT/HRCXIiWDInbndIntrDyEml | Analyze the volume of iWD email tasks that are added, completed, or in process during a specified time period. |
PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcs | Examine the performance of historical and pending work items, explore backlogs, throughput, and overdue tasks. |
PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcsDshBrd | Analyze completed iWD tasks on an intraday basis. |
PEC-REP/Current/RPRT/HRCXIiWDOtBndEml | Perform detailed analysis of outbound email usage patterns. |
PEC-REP/Current/RPRT/HRCXIiWDResPerf | Examine key task-handling metrics for each agent / resource. |
PEC-REP/Current/RPRT/HRCXIiWDResPerfDshbrd | Analyze the amount of time and effort required to resolve work items. |
PEC-REP/Current/RPRT/HRCXIiWDTskAgeDshbrd | Understand how well each department and process is meeting Service Level Agreements |
PEC-REP/Current/RPRT/HRCXIiWDTskAgeRprt | Explore the volume of tasks that fail to meet Service Level Agreements. |
PEC-REP/Current/RPRT/HRCXIiWDTskDtl | Perform detailed analysis of individual work items from a customer perspective. |
PEC-REP/Current/RPRT/HRCXIiWDTskWrkDtl | Analyze tasks that involve more than one agent / resource. |
PEC-REP/Current/RPRT/HRCXIIxnAccptnc | Analyze how long it takes for agents to accept interactions. |
PEC-REP/Current/RPRT/HRCXIIxnAccptncDshBrd | Analyze the number and percentage of customer interactions that are accepted promptly, compared to those that encounter a delay. |
PEC-REP/Current/RPRT/HRCXIIXNFlow | Understand how interactions proceed, from the customer’s perspective. |
PEC-REP/Current/RPRT/HRCXIIxnHndlngAttmpt | Learn about agent handling of interaction handling in the contact center. |
PEC-REP/Current/RPRT/HRCXIIxnTrffic | Study the efficiency of individual queues. |
PEC-REP/Current/RPRT/HRCXIIxnTrfficGrp | Examine the efficiency of interaction handling in any given queue group. |
PEC-REP/Current/RPRT/HRCXIIxnVlmAttr | Analyze Business Results in the context of Service Level and caller objectives. |
PEC-REP/Current/RPRT/HRCXIIxnVolBusAtr | Analyze how effectively customer needs are being met. |
PEC-REP/Current/RPRT/HRCXIMlstnPthAnysys | Explore the first and last milestones customers traversed, and the number of sessions that ended in each final disposition. |
PEC-REP/Current/RPRT/HRCXIMlstnSmry | Learn about the dispositions of calls at each milestone. |
PEC-REP/Current/RPRT/HRCXIOtbndReports | Learn about the outbound campaigns running in your contact center (outbound engagement). |
PEC-REP/Current/RPRT/HRCXIPreAgntTrmtn | Learn more about calls that terminated without connecting to an agent. |
PEC-REP/Current/RPRT/HRCXIPredictiveABTstng | Evaluate the impact of enabling various predictive models and predictors based on time-sliced A/B testing. |
PEC-REP/Current/RPRT/HRCXIPredictiveDtl | Find out how Genesys Predictive Routing (GPR) is used in your contact center, and how enabling GPR impacts Key Performance Indicators (KPI). |
PEC-REP/Current/RPRT/HRCXIPredictiveOprtnl | Track key operational statistics for Genesys Predictive Routing (GPR), such as interaction volume and wait times. |
PEC-REP/Current/RPRT/HRCXIPredictiveQStat | Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on queue-related Key Performance Indicators (KPI). |
PEC-REP/Current/RPRT/HRCXIPredictiveReports | Learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including how GPR impacts customer experience, wait times, issue resolution rates, and other key metrics. |
PEC-REP/Current/RPRT/HRCXIQueueDshbrd | Compare the performance of various queues by viewing detailed information about agent performance on a queue-by-queue basis. |
PEC-REP/Current/RPRT/HRCXIQueuesReports | Analyze activity in your contact center on a queue-by-queue basis. |
PEC-REP/Current/RPRT/HRCXIQuOutln | View detailed information about queue performance. |
PEC-REP/Current/RPRT/HRCXIQuSmry | Assess the performance of configured queues in your contact center. |
PEC-REP/Current/RPRT/HRCXIReadReports | Read and understand Genesys CX Insights reports, and learn how to drill, filter, or export report results. |
PEC-REP/Current/RPRT/HRCXISlfSrvcStats | Discover how often calls are completed successfully in each phase (Self-Service and Assisted Service), and what happens when they are not. |
PEC-REP/Current/RPRT/HRCXISpdOfAccptHrs | Analyze how long interactions wait in queue before being accepted. |
PEC-REP/Current/RPRT/HRCXISpdOfAccptScnds | Find out how long interactions wait in queue before being accepted. |
PEC-REP/Current/RPRT/HRCXISuprvsrDshbrd | View detailed information about agent activities, interactions, and states, focusing on indicators that are relevant from a supervisor perspective. |
PEC-REP/Current/RPRT/HRCXISurveyAnswer | Learn more about customers responses to post-call survey questions. |
PEC-REP/Current/RPRT/HRCXISurveyStatistics | Learn more about how customers interact with post-call surveys. |
PEC-REP/Current/RPRT/HRCXITaskRoutingReports | Learn more about the performance of Genesys Task Routing in your Genesys Multicloud CX contact center. |
PEC-REP/Current/RPRT/HRCXITransferDshbrd | Learn about how agent time was spent when handling contact center interactions that involve a transfer, consult, or conference, whether warm or cold. |
PEC-REP/Current/RPRT/HRCXITransferDtls | Analyze the circumstances that lead to call transfers, and the outcomes. |
PEC-REP/Current/RPRT/HRCXITskRtngAgentDshbrd | View a breakdown of the time agents spent when handling interactions that were routed by Genesys Task Routing (GTR). |
PEC-REP/Current/RPRT/HRCXITskRtngTskVmDshbrd | Review the volume of tasks that agents handled when working on interactions that were routed by Genesys Task Routing (GTR). |
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpPrfDshBrd | Explore weekly interaction handling at the group level on a weekly basis. |
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpPrfDshBrdA | Explore weekly interaction handling at the group level on a weekly basis. |
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpUtlztnDshBrd | Understand how agents are using their time over the course of a week. |
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpUtlztnDshBrdA | Understand how agents are using their time over the course of a week. |
PEC-REP/Current/RPRT/HRCXIWeeklyBusAttrDshBrd | Explore interaction business-result categorization on a weekly basis. |
PEC-REP/Current/RPRT/HRCXIWeeklyBusAttrDshBrdA | Explore interaction business-result categorization on a weekly basis. |
PEC-REP/Current/RPRT/HRCXIWeeklyQSmmryDshBrd | Assess the weekly performance of configured queues. |
PEC-REP/Current/RPRT/HRCXIWeeklyQSmmryDshBrdA | Assess the weekly performance of configured queues. |
PEC-REP/Current/RPRT/HRCXIWeeklySlfSrvcCntnmntDshBrd | Explore the volume of interactions that are (or are not) contained in Self-Service. |
PEC-REP/Current/RPRT/HRCXIWeeklySlfSrvcCntnmntDshBrdA | Explore the volume of interactions that are (or are not) contained in Self-Service. |
PEC-REP/Current/RT | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-REP/Current/RT/Accessibility | Genesys Pulse accessibility features and guidelines. |
PEC-REP/Current/RT/AgentManagement | Using Agent Widgets, perform agent management actions such as managing agent skills, or forcing agents to logout. |
PEC-REP/Current/RT/GetStarted | Genesys Pulse is your gateway for monitoring your contact center, so you can better meet your business needs. This getting started page will get you running, viewing, and managing reports. |
PEC-REP/Current/RT/RealTimeReporting | Genesys Pulse is a widget-based performance dashboard solution for monitoring contact center resources in real time. |
PEC-REP/Current/RT/RTRDashboardExample | View examples of dashboards and wallboards to help you choose what you want to display. |
PEC-REP/Current/RT/RTRFormulas | You can use a formula to retrieve statistics or specific key performance indicators (KPIs). |
PEC-REP/Current/RT/RTRFunctions | Functions that you can use to customize templates. |
PEC-REP/Current/RT/RTRImportExport | Export dashboards, wallboards, and templates from one environment to another. |
PEC-REP/Current/RT/RTRReports | Popular real-time reports that are often included in dashboards. |
PEC-REP/Current/RT/RTRStatProperties | Properties of statistics that you can use in your templates and reports. |
PEC-REP/Current/RT/RTRTemplates | Create and use Genesys Pulse templates to simplify widget creation. |
PEC-REP/Current/RT/RTRTemplatesA | Standard report templates are provided with Genesys Pulse. |
PEC-REP/Current/RT/RTRTemplatesAGS | Definitions of available Agent statistics you can include in reports. |
PEC-REP/Current/RT/RTRTemplatesCA | Definitions of available Campaign statistics you can include in reports. |
PEC-REP/Current/RT/RTRTemplatesESAA | Definitions of available eServices statistics you can include in reports. |
PEC-REP/Current/RT/RTRTemplatesQKPI | Definitions of available Queue statistics you can include in reports. |
PEC-REP/Current/RT/RTRUserAccess | Use Genesys Pulse dashboards and wallboards to display real-time reports. |
PEC-REP/Current/RT/RTRWidgetErrors | Error-handling in Genesys Pulse. In most cases users have to contact Genesys Pulse Administrators to resolve these errors. |
PEC-REP/Current/RT/RTRWidgetExternal | You can use an IFRAME widget to show content from an external URL on your Genesys Pulse dashboard. |
PEC-REP/Current/RT/RTRWidgetManagement | Widget Management allows allows administrators and supervisors to perform basic operations with widgets (editing, removing, activating, deactivating). |
PEC-REP/Current/RT/RTRWidgets | You can add a new report widget to your Genesys Pulse dashboard or wallboard. |
PEC-REP/Current/RT/RTRWidgetTypes | Types of widgets that you can add to your Genesys Pulse dashboard or wallboard. |
PEC-REP/Current/RT/UserPreferences | Use Genesys Pulse User Preferences menu to set Languages and Time Zones. |
PEC-REP/Deprecation-Genesys Interactive Insights | |
PEC-REP/HIW | Discover what kinds of reports are available, and how to access them. |
PEC-REP/Library/GCXIPRGLibrary | Library source for the GCXI Projects Reference Guide |
PEC-REP/Library/GCXIPRGLibrary/Agent | |
PEC-REP/Library/GCXIPRGLibrary/AgentAttributes | |
PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | |
PEC-REP/Library/GCXIPRGLibrary/BillingData | |
PEC-REP/Library/GCXIPRGLibrary/BillingDataAttributes | |
PEC-REP/Library/GCXIPRGLibrary/BillingDataMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Business Attribute | |
PEC-REP/Library/GCXIPRGLibrary/Business AttributeAttributes | |
PEC-REP/Library/GCXIPRGLibrary/Business AttributeMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Callback | |
PEC-REP/Library/GCXIPRGLibrary/CallbackAttributes | |
PEC-REP/Library/GCXIPRGLibrary/CallbackMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Chat | |
PEC-REP/Library/GCXIPRGLibrary/Chat Bot | |
PEC-REP/Library/GCXIPRGLibrary/Chat BotAttributes | |
PEC-REP/Library/GCXIPRGLibrary/Chat BotMetrics | |
PEC-REP/Library/GCXIPRGLibrary/ChatAttributes | |
PEC-REP/Library/GCXIPRGLibrary/ChatMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Co-browse | |
PEC-REP/Library/GCXIPRGLibrary/Co-browseAttributes | |
PEC-REP/Library/GCXIPRGLibrary/Co-browseMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Designer | |
PEC-REP/Library/GCXIPRGLibrary/DesignerAttributes | |
PEC-REP/Library/GCXIPRGLibrary/DesignerMetrics | |
PEC-REP/Library/GCXIPRGLibrary/DesignerMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Detail | |
PEC-REP/Library/GCXIPRGLibrary/DetailAttributes | |
PEC-REP/Library/GCXIPRGLibrary/DetailMetrics | |
PEC-REP/Library/GCXIPRGLibrary/HRCXIInstructionsForWriters | This library provides the underlying information for the GCXI PRG |
PEC-REP/Library/GCXIPRGLibrary/HRCXIJobAids | This job aid deals with the main project -- GCXI |
PEC-REP/Library/GCXIPRGLibrary/HRCXIJobAids iWD | This job aid focuses on the iwd project |
PEC-REP/Library/GCXIPRGLibrary/HRCXIJobAids Prepub | |
PEC-REP/Library/GCXIPRGLibrary/IWD | |
PEC-REP/Library/GCXIPRGLibrary/IWDAttributes | Attributes you can use to build reports based on data from Intelligent Workload Distribution (IWD). |
PEC-REP/Library/GCXIPRGLibrary/IWDMetrics | Metrics you can use to build reports based on data from Intelligent Workload Distribution (IWD). |
PEC-REP/Library/GCXIPRGLibrary/Outbound Contact | |
PEC-REP/Library/GCXIPRGLibrary/Outbound ContactAttributes | |
PEC-REP/Library/GCXIPRGLibrary/Outbound ContactMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Predictive Routing | |
PEC-REP/Library/GCXIPRGLibrary/Predictive RoutingAttributes | |
PEC-REP/Library/GCXIPRGLibrary/Project GenesysCXInsights | |
PEC-REP/Library/GCXIPRGLibrary/Project GenesysCXInsightsforIWD | Build reports based on intelligent Workload Distribution (IWD) data. |
PEC-REP/Library/GCXIPRGLibrary/Queue | |
PEC-REP/Library/GCXIPRGLibrary/QueueAttributes | |
PEC-REP/Library/GCXIPRGLibrary/QueueMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Service Objects | |
PEC-REP/Library/GCXIPRGLibrary/Service ObjectsAttributes | |
PEC-REP/Library/GCXIPRGLibrary/Service ObjectsMetrics | |
PEC-REP/Library/GCXIPRGLibrary/Time | |
PEC-REP/Library/GCXIPRGLibrary/TimeAttributes | |
PEC-REP/Library/GCXIPRGLibrary/User Data Call Survey | |
PEC-REP/Library/GCXIPRGLibrary/User Data Call SurveyAttributes | |
PEC-REP/Library/GCXIPRGLibrary/User Data Example | |
PEC-REP/Library/GCXIPRGLibrary/User Data ExampleAttributes | |
PEC-REP/Library/PDMLibraryGIM | This reference guide acquaints you with the historical reporting data that is collected in the Genesys historical database, known as the Info Mart database. |
PEC-REP/Library/PDMLibraryGIM/AboutDataExport | The Genesys Info Mart Data Export capability enables you to download a copy of your contact center data from the Genesys historical reporting database, for purposes such as archiving or further custom reporting. |
PEC-REP/Library/PDMLibraryGIM/AboutThisPDM | Some things you need to know to understand and use this document. |
PEC-REP/Library/PDMLibraryGIM/GIM850NewPDM | TBD |
PEC-REP/Library/PDMLibraryGIM/GIMDateTime | TBD |
PEC-REP/Library/PDMLibraryGIM/GIMNewPDM | Learn what database-related changes were introduced in Genesys Info Mart releases. |
PEC-REP/Library/PDMLibraryGIM/GIMOverview | Learn about the structure of the Info Mart database and the Info Mart database schema. |
PEC-REP/Library/PDMLibraryGIM/GIMPopAgent | TBD |
PEC-REP/Library/PDMLibraryGIM/GIMPopCAF | TBD |
PEC-REP/Library/PDMLibraryGIM/GIMPopData | Learn general information about how Genesys Info Mart populates the data in the Info Mart database. You need this information in order to create meaningful queries for business purposes, as well as to interpret query results correctly. |
PEC-REP/Library/PDMLibraryGIM/GIMPopIRF | Genesys Info Mart stores interaction resource facts in the INTERACTION_RESOURCE_FACT (IRF) table, one of the core tables that is supplied in Genesys Info Mart. This table facilitates the creation of reports and serves as one of the primary tables from which aggregation tables are populated. This page describes how IRFs are populated. |
PEC-REP/Library/PDMLibraryGIM/GIMPopIxn | Genesys Info Mart stores both voice and non-voice interaction facts in the INTERACTION_FACT (IF) table. This page describes how IFs are populated. |
PEC-REP/Library/PDMLibraryGIM/GIMPopMSF | Genesys Info Mart stores mediation segment facts in the MEDIATION_SEGMENT_FACT (MSF) table. This page describes how Genesys Info Mart arrives at the data that goes into MSF records. |
PEC-REP/Library/PDMLibraryGIM/GIMTechDescComb | TBD |
PEC-REP/Library/PDMLibraryGIM/GIMTechDescr | Learn what technical descriptors are and what they mean. |
PEC-REP/Library/PDMLibraryGIM/InfoMartDBSchema | The Genesys Info Mart database schema contains the dimensions and facts that the extract, transform, and load (ETL) processing loads. The schema also includes |
PEC-REP/Library/PDMLibraryGIM/InfoMartGIDBTables | Learn about the Info Mart GIDB_* tables that are included in your Data Export. |
PEC-REP/Library/PDMLibraryGIM/InfoMartIndexes | Summary list of indexes in the Info Mart database schema. |
PEC-REP/Library/PDMLibraryGIM/InfoMartPartitioning | TBD |
PEC-REP/Library/PDMLibraryGIM/InfoMartReferences | Summary list of references in the Info Mart database. |
PEC-REP/Library/PDMLibraryGIM/InfoMartSchemaChanges | See a summary of Info Mart schema changes, with information viewable by type of change or by table, column, or release number in which the change occurred. |
PEC-REP/Library/PDMLibraryGIM/InfoMartTables | Learn about the Info Mart database tables that are important for reporting purposes. |
PEC-REP/Library/PDMLibraryGIM/InfoMartViews | Learn about the Info Mart database views that are important for reporting purposes. |
PEC-REP/Library/PDMLibraryGIM/Table-AGENT LOCATION | Records geographical locations of agents for both voice and multimedia login sessions. |
PEC-REP/Library/PDMLibraryGIM/Table-ANCHOR FLAGS | Enables identification of the beginning of the handling of an interaction or interaction thread from the perspective of the handling resource, such as an agent's first participation in an interaction. |
PEC-REP/Library/PDMLibraryGIM/Table-ATTEMPT DISPOSITION | Indicates what event caused termination of a contact attempt. |
PEC-REP/Library/PDMLibraryGIM/Table-BGS BOT DIM | Allows BGS session facts to be described based on the function of the bot. |
PEC-REP/Library/PDMLibraryGIM/Table-BGS BOT NAME DIM | Allows BGS session facts to be described based on the name of the bot. |
PEC-REP/Library/PDMLibraryGIM/Table-BGS SESSION DIM | Allows BGS session facts to be described based on characteristics of the session. |
PEC-REP/Library/PDMLibraryGIM/Table-BGS SESSION FACT | Represents bot activity in a chat session. |
PEC-REP/Library/PDMLibraryGIM/Table-BOT ATTRIBUTES | Allows SDR bot session facts to be described based on the attributes of the bot. |
PEC-REP/Library/PDMLibraryGIM/Table-BOT INTENT | Allows SDR bot session facts to be described based on the attributes of the intent detected by the bot. |
PEC-REP/Library/PDMLibraryGIM/Table-CALL RESULT | Enables facts to be described based on attributes of an outbound campaign call result. |
PEC-REP/Library/PDMLibraryGIM/Table-CALL TYPE | TBD |
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIAL RESULTS | Allows callback facts to be described based on the results of the dialing attempts. |
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 1 | Allows callback facts to be described based on characteristics of the callback offer and attempts. |
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 2 | Allows callback facts to be described based on attributes of the callback attempt. |
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 3 | Allows callback facts to be described based on attributes that characterize the state of the callback. |
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 4 | Allows callback facts to be described based on attributes that characterize the callback dialing attempt. |
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK FACT | Represents a callback-related event. |
PEC-REP/Library/PDMLibraryGIM/Table-CALLING LIST METRIC FACT | Represents a snapshot of outbound campaign calling list metrics. |
PEC-REP/Library/PDMLibraryGIM/Table-CAMPAIGN GROUP SESSION FACT | Represents the loading and unloading of an outbound campaign group session. |
PEC-REP/Library/PDMLibraryGIM/Table-CAMPAIGN GROUP STATE | Allows facts to be described based on attributes of an outbound campaign group status. |
PEC-REP/Library/PDMLibraryGIM/Table-CAMPAIGN GROUP STATE FACT | Represents the states of a campaign group session. |
PEC-REP/Library/PDMLibraryGIM/Table-CDR DIM1 | Reserved for future use. |
PEC-REP/Library/PDMLibraryGIM/Table-CDR FACT | Reserved for future use. |
PEC-REP/Library/PDMLibraryGIM/Table-CHAT SESSION DIM | Allows chat session facts to be described based on characteristics of the session. |
PEC-REP/Library/PDMLibraryGIM/Table-CHAT SESSION FACT | Represents chat session activity in a multimedia interaction. |
PEC-REP/Library/PDMLibraryGIM/Table-CHAT THREAD FACT | Represents chat session activity in a given thread. |
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE END REASON | Allows Co-browse facts to be described based on reasons for Co-browse sessions to finish. |
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE FACT | Allows to describe a web page visit shared by an agent and a customer during a Co-browse session. |
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE MODE | Allows Co-browse facts to be described based on the modes that are used in a Co-browse session. |
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE PAGE | Allows Co-browse session facts to be described based on characteristics of the web pages that are shared during Co-browse sessions. |
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE USER AGENT | Allows Co-browse facts to be described based on characteristics of the customer's system that is used to view web pages in a Co-browse session. |
PEC-REP/Library/PDMLibraryGIM/Table-CONTACT ATTEMPT FACT | Represents a processing attempt for an outbound campaign contact. |
PEC-REP/Library/PDMLibraryGIM/Table-CONTACT INFO TYPE | Allows facts to be described based on attributes of an outbound campaign contact information type. |
PEC-REP/Library/PDMLibraryGIM/Table-CTL ETL HISTORY | This table provides information about the execution of each Genesys Info Mart job. |
PEC-REP/Library/PDMLibraryGIM/Table-DATE TIME | Allows facts to be described by attributes of a calendar date and 15-minute interval. |
PEC-REP/Library/PDMLibraryGIM/Table-DIALING MODE | Allows facts to be described based on attributes of an outbound campaign dialing mode. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC CALLING LIST | Stores information about the configuration of Calling List objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC CAMPAIGN | Stores information about the configuration of Campaign objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC FOLDER | Stores information about the configuration of Folder objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC GROUP | Stores information about agent group, place group, and DN group configuration objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC LOGIN | Contains information about configuration of Agent Login objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC PLACE | Contains information about configuration of Place objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC SKILL | Contains information about configuration of Skill objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC TENANT | Stores information about Tenant configuration objects. |
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GCX LOGIN INFO | Stores information about the associations of agent to agent logins, including terminated associations. |
PEC-REP/Library/PDMLibraryGIM/Table-GPM DIM1 | Allows Predictive Routing facts to be described based on miscellaneous characteristics of the predictor and routing attempt. |
PEC-REP/Library/PDMLibraryGIM/Table-GPM FACT | Represents Predictive Routing events. |
PEC-REP/Library/PDMLibraryGIM/Table-GPM MODEL | Allows Predictive Routing facts to be described based on characteristics of the model used to match interactions with routing targets. |
PEC-REP/Library/PDMLibraryGIM/Table-GPM PREDICTOR | Allows Predictive Routing facts to be described based on characteristics of the predictor used for scoring. |
PEC-REP/Library/PDMLibraryGIM/Table-GPM RESULT | Allows Predictive Routing facts to be described based on characteristics of the Predictive Routing result. |
PEC-REP/Library/PDMLibraryGIM/Table-GROUP ANNEX | Stores additional configuration data to support Genesys Interactive Insights capability to control visibility of certain data and reports. |
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION DESCRIPTOR | Allows interaction facts to be described by deployment-specific business attributes that characterize the interaction, such as service type and customer segment. |
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION FACT | Represents interactions from the perspective of a customer experience. |
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION RESOURCE FACT | Represents a summary of each attempt to handle an interaction. It encompasses the mediation process that is required to offer the interaction to a target handling resource, as well as the activities of that target handling resource. |
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION RESOURCE STATE | Allows facts to be described by the states of contact center resources, as resources are offered and handle interactions. |
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION TYPE | Allows facts to be described based on interaction type, such as Inbound, Outbound or Internal. |
PEC-REP/Library/PDMLibraryGIM/Table-IRF USER DATA CUST 1 | Is provided as a sample of a table to store high-cardinality data that comes as deployment-specific, user-defined business attributes that characterize the interaction. By default, this table is not included in the schema. |
PEC-REP/Library/PDMLibraryGIM/Table-IRF USER DATA GEN 1 | Allows interaction resource facts and, if so configured, mediation segment facts to be described by Genesys-defined (predefined) string attributes that may come attached with interactions. |
PEC-REP/Library/PDMLibraryGIM/Table-IRF USER DATA KEYS | Allows specification of up to 800 deployment-specific, user-defined string attributes that may come attached with interactions. Use this table to define low-cardinality dimensions if you require storing low-cardinality KVP data for reporting purposes. |
PEC-REP/Library/PDMLibraryGIM/Table-IXN RESOURCE STATE FACT | Provides detailed interaction-handling state information in the context of an interaction resource fact. It facilitates interval-based reporting for interaction-related resource states. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR CAMPAIGN | Allows CX Contact record facts to be described based on characteristics of the outbound campaign. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR DEVICE | Allows CX Contact record facts to be described based on device characteristics of the contact list records. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR FACT | Describes contact list records that CX Contact reported as unattempted. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR GROUP | Allows CX Contact record facts to be described based on the name of the agent group or place group associated with the outbound campaign. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR LIST | Allows CX Contact record facts to be described based on characteristics of contact lists. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR POSTAL CODE | Allows CX Contact record facts to be described based on postal code values of contact list records. |
PEC-REP/Library/PDMLibraryGIM/Table-LDR RECORD | Allows CX Contact record facts to be described based on contact information type, record type, record status, and disposition. |
PEC-REP/Library/PDMLibraryGIM/Table-MEDIA ORIGIN | Allows chat session thread facts to be described based on where the session originated. |
PEC-REP/Library/PDMLibraryGIM/Table-MEDIA TYPE | Allows facts to be described based on media type, such as Voice. |
PEC-REP/Library/PDMLibraryGIM/Table-MEDIATION SEGMENT FACT | Describes interaction activity with respect to ACD queues, virtual queues, interaction queues, and interaction workbins. |
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 1 | Allows interaction resource facts to be described based on the scores assigned by customers. |
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 2 | Allows interaction resource facts to be described based on post-call survey responses provided by customers. |
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 3 | Allows interaction resource facts to be described based on responses provided by customers during post-call survey. |
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 4 | Allows interaction resource facts to be described based on post-call survey responses provided by customers. |
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 5 | Allows interaction resource facts to be described based on post-call survey responses provided by customers. |
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 6 | Allows interaction resource facts to be described based on the post-call survey completion and customer recommendation score. |
PEC-REP/Library/PDMLibraryGIM/Table-RECORD FIELD GROUP 1 | Allows contact attempt facts to be described by deployment-specific outbound campaign calling list field values. |
PEC-REP/Library/PDMLibraryGIM/Table-RECORD FIELD GROUP 2 | Allows contact attempt facts to be described by deployment-specific outbound campaign calling list field values. |
PEC-REP/Library/PDMLibraryGIM/Table-RECORD STATUS | Allows facts to be described based on attributes of an outbound campaign record status. |
PEC-REP/Library/PDMLibraryGIM/Table-RECORD TYPE | Allows facts to be described based on attributes of an outbound campaign record type. |
PEC-REP/Library/PDMLibraryGIM/Table-REQUESTED SKILL | Allows facts to be described based on a combination of requested skills and minimum skill proficiencies. |
PEC-REP/Library/PDMLibraryGIM/Table-REQUESTED SKILL COMBINATION | Allows facts to be described by a single string field that represents the full combination of requested skills and proficiencies. |
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE | Allows facts to be described based on the attributes of contact center resources. |
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE ANNEX | Stores additional configuration data for configuration objects of type Person. |
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE GROUP COMBINATION | Allows facts to be described based on the membership of resources in a combination of resource groups. |
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE STATE | Allows facts to be described by the states of the contact center resources. |
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE STATE REASON | Allows facts to be described by the state reason of the associated agent resource. |
PEC-REP/Library/PDMLibraryGIM/Table-ROUTING TARGET | Allows facts to be described by routing targets that are selected by the router. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR ACTIVITIES FACT | Records activities that the user encountered while the call was being processed by the Application. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR ACTIVITY | Allows SDR facts to be described based on the activities in the application session. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR APPLICATION | Allows SDR facts to be described based on the attributes of the Designer application. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR BOTS FACT | Represents bot activity during interaction flows orchestrated by Genesys Designer applications. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR CALL DISPOSITION | Allows SDR facts to be described based on the disposition of the interaction. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR CALL TYPE | Allows SDR facts to be described based on the call type. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR CUST ATRIBUTES | Allows SDR facts to be described based on attributes attached to SDR for reporting purposes. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR CUST ATRIBUTES FACT | Records attribute values that applications attach to SDR for reporting purposes. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR ENTRY POINT | Allows SDR facts to be described based on the DNIS. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXIT POINT | Allows SDR facts to be described based on the exit point of the self-service application. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT HTTP REST | Allows SDR facts to be described based on the URLs invoked for external HTTP requests. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT REQUEST | Allows SDR facts to be described based on attributes of external service requests. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT REQUEST FACT | Represents a particular invocation of an external service. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT REQUEST OUTCOME | Allows SDR facts to be described based on the outcome of external service requests. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT SERVICE OUTCOME | Allows SDR facts to be described based on the outcome of custom services. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR GEO LOCATION | Allows SDR facts to be described based on the geographical location of the data center. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR INPUT | Allows SDR facts to be described based on the input block. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR INPUT OUTCOME | Allows SDR facts to be described based on the outcome of the caller's voice or DTMF input. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR LANGUAGE | Allows SDR facts to be described based on the language in which the call was conducted. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR MESSAGE | Allows SDR facts to be described based on the prompt messages that were used. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR MILESTONE | Allows SDR facts to be described based on the milestones that the user reached. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SESSION FACT | Represents caller activity in an SDR application. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY ANSWERS | Enables SDR facts to be described based on answers to questions in the post-call survey. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY FACT | Represents post-call survey activity in an SDR application. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY I1 | Allows SDR facts to be described based on responses to survey questions IQ1-IQ5. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY I2 | Allows SDR facts to be described based on responses to survey questions IQ6-IQ10. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS | Enables SDR facts to be described based on questions in the post-call survey. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS I1 | Allows SDR facts to be described based on custom survey questions IQ1-IQ5. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS I2 | Allows SDR facts to be described based on custom survey questions IQ6-IQ10. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS S1 | Allows SDR facts to be described based on custom survey questions SQ1-SQ5. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS S2 | Allows SDR facts to be described based on custom survey questions SQ6-SQ10. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY S1 | Allows SDR facts to be described based on responses to survey questions SQ1-SQ5. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY S2 | Allows SDR facts to be described based on responses to survey questions SQ6-SQ10. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY SCORES | Allows SDR facts to be described based on the satisfaction level expressed by survey respondents. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY STATUS | Allows SDR facts to be described based on survey status. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY TRANSCRIPT FACT | Captures transcriptions of voice messages left during survey. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR USER INPUT | Allows SDR facts to be described based on the type of user input — voice or DTMF. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR USER INPUTS FACT | Represents user input activity in an SDR session. |
PEC-REP/Library/PDMLibraryGIM/Table-SDR USER MILESTONE FACT | Identifies the milestones that the user encountered. |
PEC-REP/Library/PDMLibraryGIM/Table-SM MEDIA NEUTRAL STATE FACT | Represents agent resource states, summarized across all media. |
PEC-REP/Library/PDMLibraryGIM/Table-SM RES SESSION FACT | Represents agent resource media sessions from login to logout, summarized to the media type. |
PEC-REP/Library/PDMLibraryGIM/Table-SM RES STATE FACT | Represents agent resource states, summarized to the media type. |
PEC-REP/Library/PDMLibraryGIM/Table-SM RES STATE REASON FACT | Represents agent resource state reasons, summarized to the media type. |
PEC-REP/Library/PDMLibraryGIM/Table-STRATEGY | Allows facts to be described by the associated routing strategy or IVR application. |
PEC-REP/Library/PDMLibraryGIM/Table-TECHNICAL DESCRIPTOR | Allows facts to be described by the role of the associated contact center resource and the technical result of the association. |
PEC-REP/Library/PDMLibraryGIM/Table-TIME ZONE | Allows facts to be described based on attributes of a time zone. |
PEC-REP/Library/PDMLibraryGIM/Table-USER DATA CUST DIM 1 | Is provided as a sample of a table to store deployment-specific, user-defined, low-cardinality dimensions based on data that come attached with interactions. By default, this table is not included in the schema. |
PEC-REP/Library/PDMLibraryGIM/Table-USER DATA GEN DIM 1 | Reserved for internal use. |
PEC-REP/Library/PDMLibraryGIM/Table-USER DATA GEN DIM 2 | Reserved for internal use. |
PEC-REP/Library/PDMLibraryGIM/Table-WORKBIN | Allows facts to be described based on the type and owner of the workbin instance, such as an agent, a place, or a group thereof. |
PEC-REP/Library/PDMLibraryGIM/TenantViews | In Genesys Multicloud CX private edition deployments, in addition to supporting read-only, tenant-specific views in the Info Mart database schema, Genesys Info Mart enables you to create separate Tenant User database schemas, so that each tenant user's data is exposed through a different database schema. Writer's note: Confirm this page is still relevant for PE customers. Otherwise, I was planning to suppress it. |
PEC-REP/Library/PDMLibraryGIM/View-CALLING LIST | Allows facts to be described based on attributes of an outbound campaign calling list. |
PEC-REP/Library/PDMLibraryGIM/View-CALLING LIST TO CAMP FACT | Describes the association of a calling list to an outbound campaign. |
PEC-REP/Library/PDMLibraryGIM/View-CAMPAIGN | Allows facts to be described based on attributes of an outbound campaign. |
PEC-REP/Library/PDMLibraryGIM/View-GROUP | Allows facts to be described based on the membership of resources in resource groups or membership of places in place groups. |
PEC-REP/Library/PDMLibraryGIM/View-GROUP TO CAMPAIGN FACT | Describes the association of an agent or place group to an outbound campaign. |
PEC-REP/Library/PDMLibraryGIM/View-PLACE | Allows facts to be described by the attributes of a place. |
PEC-REP/Library/PDMLibraryGIM/View-PLACE GROUP FACT | Describes the membership of places in place groups. |
PEC-REP/Library/PDMLibraryGIM/View-RESOURCE GROUP FACT | Describes the membership of resources in resource groups. |
PEC-REP/Library/PDMLibraryGIM/View-RESOURCE SKILL FACT | Describes an agent's skills and proficiency levels. |
PEC-REP/Library/PDMLibraryGIM/View-SKILL | Allows facts to be described by the attributes of a skill. |
PEC-REP/Library/PDMLibraryGIM/View-TENANT | Allows facts to be described based on attributes of a tenant. The TENANT dimension is used in a multi-tenant deployment to filter facts and dimensions into tenant-specific views--allowing each tenant to see only their own data. |
PEC-ROU/Current/FldCod | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-ROU/Current/FldCod/AgeObj | Learn about the agent object you can access using system variables in field codes. |
PEC-ROU/Current/FldCod/ConObj | Learn about the contact object you can access using system variables in field codes. |
PEC-ROU/Current/FldCod/DatTim | Learn about the date and time functions you can use in field codes. |
PEC-ROU/Current/FldCod/DatTyp | Learn about the data types you can use in field codes. |
PEC-ROU/Current/FldCod/IntObj | Learn about the interaction object you can access using system variables in field codes. |
PEC-ROU/Current/FldCod/MatFun | Learn about the mathematical functions you can use in field codes. |
PEC-ROU/Current/FldCod/MisFun | Learn about the miscellaneous functions you can use in field codes. |
PEC-ROU/Current/FldCod/NamCon | Learn about named constants in field codes. |
PEC-ROU/Current/FldCod/OpePre | Learn about operator precedence in field codes. |
PEC-ROU/Current/FldCod/StrFun | Learn about the string functions you can use in field codes. |
PEC-ROU/Current/FldCod/TypCon | Learn about the type conversions you can use in field codes. |
PEC-ROU/Current/FldCod/welcome | Learn about the topics covered in the Field Codes Reference Guide. |
PEC-ROU/Current/GTR | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-ROU/Current/GTR/GTRIntegrate | Learn to submit workitems to Genesys from a third-party application using the Genesys Task Routing API and the Service Client API. |
PEC-ROU/Current/GTR/GTROverview | Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce. |
PEC-ROU/Current/GTR/GTRSampleDesignerApp | Explore the sample Designer application for Genesys Task Routing and learn how to modify it to work with your solution. |
PEC-ROU/HIW | Learn how routing ensures that each customer interaction received by your contact center is directed to the appropriate destination. |
PEC-Super/trainsuper | Just getting started with Genesys Multicloud CX? Let's begin with what most supervisors do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.
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PEC-VM/Users | You can access your voicemail account from the web or from local or remote telephones.
Before you can access your voicemail, you must set up your user profile. Your mailbox comes with a generic standard greeting. If you want to use a personal greeting or an extended absence greeting, you must record it.
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PEC-Voice/HIW | Inbound voice processes calls and distributes them to the right agents at the right time. |
PEC-WFM/AllDeprecations | |
PEC-WFM/Current/Administrator | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-WFM/Current/Administrator/AboutCfg | Learn about how WFM's Configuration objects can be used to effectively plan, organize, and manage your contact center requirements. |
PEC-WFM/Current/Administrator/AboutPol | Learn about WFM's Policy objects and how they can be used to effectively apply constraints to business practices to comply with legal and contractual requirements in various regions. |
PEC-WFM/Current/Administrator/AdhrEndNts | Track and analyze agent adherence data in your contact center and use these metrics to create reports. |
PEC-WFM/Current/Administrator/CCPerf | Track and analyze performance data in your contact center and use these metrics to create reports. |
PEC-WFM/Current/Administrator/EmailNotif | Set up e-mail notifications in Web for Supervisors to alert agents and supervisors about schedule changes, and status changes in trade and time-off requests. |
PEC-WFM/Current/Administrator/Forecasting | Use the Forecasting tools to predict contact-center workload and staffing requirements, based on historical data or user-defined templates. |
PEC-WFM/Current/Administrator/GetStarted | Start planning the set up of your organization's workforce and learn how to enable user access to WFM's web interfaces. |
PEC-WFM/Current/Administrator/MealsBreaks | Schedule meals and breaks in conjunction with Exceptions and understand how WFM Scheduler impacts these planned events. |
PEC-WFM/Current/Administrator/Metrics | Find everything you need to know about Workforce Management (WFM) metrics. |
PEC-WFM/Current/Administrator/MltiForecst | Increase forecasting efficiency by enabling agents in multiple sites with multiple skills to perform multiple tasks within a single timestep. |
PEC-WFM/Current/Administrator/Monitoring | Monitor and analyze the workforce performance and adherence data in your environment to create reports and spot trends that might have developed over time. |
PEC-WFM/Current/Administrator/OTFnct | Enable supervisors to plan and track overtime hours for a single agent or multiple agents by specifying time intervals and activities. |
PEC-WFM/Current/Administrator/OvrlysPrmr | Overlays can be used to indicate abnormalities in historical data or anticipate ones in the future. |
PEC-WFM/Current/Administrator/Primers | Learn more about Workforce Management by using these primers. |
PEC-WFM/Current/Administrator/RecStats | Use these sample formats to get a start on setting up statistics for your e-mail, voice, chat, and iWD interactions. |
PEC-WFM/Current/Administrator/SchedSumm | Track and analyze schedule summary data in your contact center and use these metrics to create reports. |
PEC-WFM/Current/Administrator/Scheduling | Learn about all aspects of scheduling in order to plan and create optimal schedules for your workforce. |
PEC-WFM/Current/Administrator/TaskSeqs | Use task sequences to specify the activities or tasks an agent will work on for defined periods of time. |
PEC-WFM/Current/Administrator/TimeOff | Learn how to use Workforce Management's (WFM) time-off features and processes to meet the needs of your workforce and contact center service level goals. |
PEC-WFM/Current/Administrator/TimeOffBid | Use time-off bidding periods to efficiently and fairly process your agents' vacation time-off requests. |
PEC-WFM/Current/Administrator/UserSec | Use roles and privileges to fine-tune user access to specific functionality and views in WFM. |
PEC-WFM/Current/Administrator/WaitList | Use WFM's automatic approval process to initiate wait-listing for efficient handling of various types of time-off requests.
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PEC-WFM/Current/Administrator/WMCalendar | Use the Calendar to plan and manage meetings, time off, and exceptions before creating agents' schedules. |
PEC-WFM/Current/Administrator/WrngErrMsgs | Find out what the error and warning messages mean that you might see when building schedules. |
PEC-WFM/Current/Agent | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-WFM/Current/Agent/AddExcp | Add Exceptions or Payback Exceptions to your schedule. |
PEC-WFM/Current/Agent/AvlPtrns | Use availability patterns to indicate your preferred shifts for a single week or multiple weeks. |
PEC-WFM/Current/Agent/CfgO | View your personal information, shared transport arrangements, and schedule Exception totals. |
PEC-WFM/Current/Agent/CmnStgs | Use common settings and controls to complete similar tasks in multiple views. |
PEC-WFM/Current/Agent/CrtTrdPrp | Create and send shift trade proposals to other agents, by using one of three Trading views. |
PEC-WFM/Current/Agent/ExcTtls | See the accumulated total hours for all of your Exception types. |
PEC-WFM/Current/Agent/GtgSrtd | Become familiar with WFM Web for Agents and some of its basic features. |
PEC-WFM/Current/Agent/HwAGWrks | Find out how your time-off requests are affected when autogranting is enabled. |
PEC-WFM/Current/Agent/HwBdWrks | View information about how time-off bidding works and what happens when you recall a bid that falls within the bidding period. |
PEC-WFM/Current/Agent/LgInOut | Learn about things to watch for when logging in and out of WFM. |
PEC-WFM/Current/Agent/MltiStTrdg | Trade scheduled work days with agents at other sites. |
PEC-WFM/Current/Agent/MngBdAsg | Manage your schedule bids by moving them between the Desired or Unwanted lists, or removing them altogether. |
PEC-WFM/Current/Agent/MngPrfncs | Manage your preferred shifts, availability, and days off. |
PEC-WFM/Current/Agent/MngPrpRsp | Review and manage your shift trade proposals and responses. |
PEC-WFM/Current/Agent/MngTOR | View and manage your time-off requests. |
PEC-WFM/Current/Agent/MSTrdsVw | Customize this view to display the proposals you want to see and easily find detailed information about trading agents, proposals, and schedules. |
PEC-WFM/Current/Agent/MySchDtls | View and manage your schedule. |
PEC-WFM/Current/Agent/OTBdg | View and bid on overtime shifts covering the hours you choose to work. See bid offer details, submit, and manage your bids. |
PEC-WFM/Current/Agent/PrefO | Set preferences for your availability, shifts, and days off. |
PEC-WFM/Current/Agent/SBO | View and bid on schedules in bidding scenarios and rank the priority of your bids. |
PEC-WFM/Current/Agent/SchO | Views your schedule and other agents' schedules. |
PEC-WFM/Current/Agent/ShrdTrsnp | Manage your participation in shared transport groups. |
PEC-WFM/Current/Agent/TOBlncs | Track your balances for different time-off types. |
PEC-WFM/Current/Agent/TOO | View your time-off request details and customize these views to suit your preferences. |
PEC-WFM/Current/Agent/TrdgO | Read about the shift trading process and the requirements for a successful trade. |
PEC-WFM/Current/Agent/VwBdPrds | View bidding periods in which you can request time off. |
PEC-WFM/Current/Agent/VwOthSch | Filter, sort, and search for other agent's schedules. |
PEC-WFM/Current/Agent/VwPrfDtls | Edit settings and filters to customize the display of your preference details. |
PEC-WFM/Current/Agent/VwPrpMyTrds | View schedule trade details and manage your trade proposals. |
PEC-WFM/Current/Agent/VwPrpTrdDtl | View your proposal and trade details, and other agent's details. |
PEC-WFM/Current/Agent/VwSchdScn | View, sort, and filter schedule details in scenarios. |
PEC-WFM/Current/Developers | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-WFM/Current/Developers/API Reference | Learn how to use the Workforce Management (WFM) Integration API to customize the way your web application integrates with Workforce Management. |
PEC-WFM/Current/ETLRef | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-WFM/Current/ETLRef/AutoPurg | Learn how to safely and efficiently purge data in the WFM ETL database. |
PEC-WFM/Current/ETLRef/DimTbls | Use these tables to define descriptive information for WFM objects in the WFM ETL database schema. |
PEC-WFM/Current/ETLRef/FctTbls | Use these tables to define aggregated agent statistical data the WFM ETL database schema. |
PEC-WFM/Current/ETLRef/Overview | Get a summary of the contents of the database tables in the WFM ETL Database schema. |
PEC-WFM/Current/ETLRef/Preface | Find out who the intended audience is for this guide before using and preparing the ETL database schema. |
PEC-WFM/Current/ETLRef/QueryEx | Use these examples to construct three different categories of database queries for the WFM ETL database schema. |
PEC-WFM/Current/ETLRef/SrvCntrTbls | Find information about the Service and Control tables used in the Workforce Management (WFM) ETL Database schema. |
PEC-WFM/Current/Supervisor | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-WFM/Current/Supervisor/About | Get recommendations for optimizing the WFM GUI display. |
PEC-WFM/Current/Supervisor/ActSetsCrtDlt | Use Activity Sets to facilitate multi-skilled scheduling, and Activity Groups to facilitate contact center performance monitoring and reporting. |
PEC-WFM/Current/Supervisor/AddCalItmsWz | Use this wizard to choose the activities and agents that will be associated with the calendar items you are adding. Calendar items are things like availability, days off, exceptions, shifts, time off, and working hours. |
PEC-WFM/Current/Supervisor/AddEdtBrks | Define the rules for assigning breaks and meals to shifts within shift sequences. |
PEC-WFM/Current/Supervisor/AddOhdWzd | Use the Add Overhead Wizard to to add planned or unplanned overhead to forecasts. WFM uses this data to forecast shrinkage in schedules. |
PEC-WFM/Current/Supervisor/AdherenceMdl | Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table (Details view) or pie chart (Graphical view). |
PEC-WFM/Current/Supervisor/AdhrDtlsVw | View and customize detailed agent adherence data in a table or graphical format. |
PEC-WFM/Current/Supervisor/AdhrRprts | Choose from three different reports to view adherence details and statistics at the business unit, site, team, or agent level, or on a per-channel basis. |
PEC-WFM/Current/Supervisor/AgtCntRtPtns | Where union or contractual requirements exist, assign contracts and/or rotating patterns to agents. Contracts are similar to employment contracts and Rotating Patterns consist of rotating work weeks, work days, work hours, and/or work activities. |
PEC-WFM/Current/Supervisor/AgtTmOffs | Manage time-off rules and time-off types for an agent. |
PEC-WFM/Current/Supervisor/ARSchdElmtsWz | Learn how to use this wizard to modify the data in scenarios. |
PEC-WFM/Current/Supervisor/AsscAgts | Associate agents with the Rotating Patterns to assign consistent work weeks, days, hours, and/or activities. |
PEC-WFM/Current/Supervisor/AuditRprts | Use the Audit reports to track the actions performed by supervisors while working in the Calendar and Master Schedule.
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PEC-WFM/Current/Supervisor/AvlPttrns | Use Availability Patterns to define the default settings for the days and hours that contracts can be scheduled. |
PEC-WFM/Current/Supervisor/CalendarMdl | Add and edit agents' exceptions, preferences, and time off using the Calendar view's settings dialogs, and wizards. |
PEC-WFM/Current/Supervisor/CalTOLmts | Use the Time-Off Limits feature to control the number of agents allowed to take time off, thereby ensuring your service level objectives are not adversely affected. |
PEC-WFM/Current/Supervisor/CfgActvs | This topic provides links to procedures for configuring activities. |
PEC-WFM/Current/Supervisor/CfgAgts | View and configure agent properties, and assign Activities, Contracts, or Rotating Patterns to agents. |
PEC-WFM/Current/Supervisor/CfgOrg | This page lists the objects you can configure in your organization. |
PEC-WFM/Current/Supervisor/CfgRols | Create and assign user security roles to control general access privileges and permissions. |
PEC-WFM/Current/Supervisor/CfgtnMdl | This topic list the views available in the Configuration module. |
PEC-WFM/Current/Supervisor/CfgtnRprts | Use the Configuration reports to summarize the configuration settings for the Activities and Shared Transport objects. |
PEC-WFM/Current/Supervisor/CfgTOBdg | Enable agents to bid for time off within a specified period. |
PEC-WFM/Current/Supervisor/CfgUsrs | Configure user properties, security roles, privileges, and access rights. Users are supervisors and other persons who are not agents. |
PEC-WFM/Current/Supervisor/CldrRprts | Use the various Calendar reports to display calendar items data, such as time off, days off, shifts, rotating patterns, availability, working hours, exceptions, and preferences. |
PEC-WFM/Current/Supervisor/CmmtRBMltpWiz | Use the wizard to commit or roll back pending schedule changes for selected agents on selected dates. |
PEC-WFM/Current/Supervisor/Cnstrnts | Define basic scheduling parameters for new or existing employment contracts. |
PEC-WFM/Current/Supervisor/Cntrcts | Use the Contracts views to create and manage contracts. |
PEC-WFM/Current/Supervisor/CntrSfts | Assign and manage shifts, agents, and profiles in contracts. |
PEC-WFM/Current/Supervisor/Colors | Configure the color scheme that WFM uses in the Schedule views to display schedule items. |
PEC-WFM/Current/Supervisor/DfltFrcstObj | Use Default forecasting objectives to configure default target service levels or staffing requirements for different types of activities. |
PEC-WFM/Current/Supervisor/DltMltpWzd | Use the wizard in either Schedule Scenarios or the Master Schedule to delete items from multiple agents' schedules, simultaneously. |
PEC-WFM/Current/Supervisor/DOffWEndRls | Configure day-off and weekend rules while creating and editing contracts. |
PEC-WFM/Current/Supervisor/DtSlctrs | Use the date selectors to set the start date, month, and first work day for the data that displays in various views in the interface. |
PEC-WFM/Current/Supervisor/EdtMltpWzd | Use this wizard to edit one or more agents' schedule items at once. |
PEC-WFM/Current/Supervisor/ExcpTyps | Manage part day and full day Exception types, which define periods of time when agents are engaged in non-work activities, such as training or meetings. |
PEC-WFM/Current/Supervisor/FltrDiag | Learn how to filter the items that appear in the Calendar Items view, show or hide columns in the table, and change the status of agent preferences in the Calendar. |
PEC-WFM/Current/Supervisor/FltrgSTG | In the Configuration > Shared Transport view filter a list of agents or teams. agents and teams. |
PEC-WFM/Current/Supervisor/FndAgtTbl | Use the Find Agents feature to quickly find agents in large tables. |
PEC-WFM/Current/Supervisor/FndEvntsWzd | Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios. |
PEC-WFM/Current/Supervisor/ForecastMdl | Use the Forecast views to create and edit forecast scenarios and publish optimal scenarios to the Master Forecast.
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PEC-WFM/Current/Supervisor/ForecastRprts | Use these reports to display the anticipated activity and staff requirements data in tabular or graph format. |
PEC-WFM/Current/Supervisor/FrcstScn | Manage and publish forecast scenarios created by you and others (if shared). |
PEC-WFM/Current/Supervisor/FrcstScnOhdsVw | In this view, edit predefined overhead data that WFM uses to forecast shrinkage while scheduling and manage overhead that is associated with Schedule State Groups. |
PEC-WFM/Current/Supervisor/FrcstTmpl | Configure and manage forecast templates that you can use to create forecasts for sites or business units that have little or no historical data. |
PEC-WFM/Current/Supervisor/FSFrcstScnVw | Use this view to open and manage forecast scenarios created by you and others (if shared). |
PEC-WFM/Current/Supervisor/FSScnVlmsVw | Build or edit the selected forecast scenario's interaction volumes and average handle times. |
PEC-WFM/Current/Supervisor/GetStrt | Get an overview of the task that supervisors can perform using WFM and learn about some preliminary task that you can do to get started. |
PEC-WFM/Current/Supervisor/GrphVwOptns | This topic describes how to customize the display of the Scenario Graphs view, the Master Forecast Graphs view, or the Historical Data Graphs view. |
PEC-WFM/Current/Supervisor/HstDataVws | This topic lists the views in Historical Data. Configure settings to define how interaction volumes within historical data is displayed in the grid. Configure the settings to display for historical data in a line graph. |
PEC-WFM/Current/Supervisor/Import | Manually import historical data into WFM. |
PEC-WFM/Current/Supervisor/IndvSchdRprt | Configure these reports to display data for each agent's schedule and each team's schedule, individually. |
PEC-WFM/Current/Supervisor/InsrtMltpWzd | Use the wizard in either Schedule Scenarios or the Master Schedule to add items into multiple agents' schedules, simultaneously. |
PEC-WFM/Current/Supervisor/LogIn | Type or copy the WFM Web URL into a browser and log in to start working in Web for Supervisors. |
PEC-WFM/Current/Supervisor/MdfyIndAgntSchd | Insert and edit, and move schedule items for a particular agent. |
PEC-WFM/Current/Supervisor/MIAEdtItmDlgBx | When modifying individual agent's schedules, use various WFM wizards and dialogs to edit schedule items. |
PEC-WFM/Current/Supervisor/MIAInsShftWz | When modifying individual agent's schedules, use various WFM wizards and dialogs to insert schedule items. |
PEC-WFM/Current/Supervisor/MrkdTm | Use Marked Time to identify periods of time that are not already accounted for that WFM should track and display in the schedule and reports. |
PEC-WFM/Current/Supervisor/MSAAgtPn | Create and configure multi-site activities, which are regular activities within multiple sites in the same business unit, for tracking and reporting purposes. |
PEC-WFM/Current/Supervisor/MSIDAccSchDtls | Make it easy for impaired users to select commands, and customize settings in the Master Schedule Intra-Day view dialogs. |
PEC-WFM/Current/Supervisor/MSIDPrfmDtaTrgt | Choose a target for which to track the performance data that WFM displays in Intra-Day schedules. |
PEC-WFM/Current/Supervisor/MstrFrcstVws | View statistics, staffing, and overhead data in the Master Forecast and customize the statistics display in graph or table format. |
PEC-WFM/Current/Supervisor/MstrSchdVws | |
PEC-WFM/Current/Supervisor/MstSWzAgntExtdVw | Display and edit a single agent's schedule for a week or the schedule planning period. |
PEC-WFM/Current/Supervisor/MstSWzChgsApprv | View and approve pending schedule changes made by others. |
PEC-WFM/Current/Supervisor/MstSWzClnUpMSWdw | Only when necessary, safely remove data for a certain date range and/or agents' schedule data from the Master Schedule. |
PEC-WFM/Current/Supervisor/MstSWzCvgVw | Compare the Master Schedule's staffing coverage with the forecast (calculated and required) staffing data. |
PEC-WFM/Current/Supervisor/MstSWzIntrDyVw | Manage agents' schedule details for a specific day in the Master Schedule. |
PEC-WFM/Current/Supervisor/MstSWzOvrTmRqmtVw | Enter and edit overtime requirements into the Master Schedule. |
PEC-WFM/Current/Supervisor/MstSWzSchdSumVw | Configure the display of Master Schedule statistics in a summary view. |
PEC-WFM/Current/Supervisor/MstSWzStGrpTtls | Display coverage statistics for each timestep in a selected day to assist in determining the cause of schedule overstaffing or understaffing. |
PEC-WFM/Current/Supervisor/MstSWzWklyVw | Configure summary tables to display the total paid hours, working start/end times, or shift names for selected agents. |
PEC-WFM/Current/Supervisor/Mtgs | Use the Meeting Planner to configure and manage meetings that you know about in advance, or for reoccurring meetings. |
PEC-WFM/Current/Supervisor/MtgSchdrWiz | Use the Meeting Scheduler to create ad hoc meetings, add participants, and set the date and other details. |
PEC-WFM/Current/Supervisor/Ntfctns | Create and manage notifications that alert users of schedule and time-off changes. |
PEC-WFM/Current/Supervisor/NwFrcstWz | Set general parameters and select activities to create forecast scenarios that can be used as master forecasts. |
PEC-WFM/Current/Supervisor/NwSchdScnWiz | Create and populate schedule scenarios, choosing the optimal scenario as a basis for the master schedule. |
PEC-WFM/Current/Supervisor/OpnsFrMFGrphs | Learn about options to customize the display of the Master Forecast Graphs view and how to remove information from the Master Forecast for specific dates and activities. |
PEC-WFM/Current/Supervisor/OrgBUs | Use these controls to create business units (BU) that consists of a set of sites that may be grouped together because the agents at the sites perform the same activity, or for ease of management. |
PEC-WFM/Current/Supervisor/OrgSts | This page provides links to topics that explain how to create and manage sites. |
PEC-WFM/Current/Supervisor/OrgTmZns | View a list of time zones in WFM and learn how to configure Daylight Saving Time. |
PEC-WFM/Current/Supervisor/Overlays | Configure and manage forecast overlays that act as factors, helping you to track events that might affect interaction volumes. |
PEC-WFM/Current/Supervisor/Overview | Learn about Workforce Management's security and accessibility features. |
PEC-WFM/Current/Supervisor/OvrtmBdg | Learn how using Overtime Offers that enable agents to bid on the overtime hours they most prefer can help with meeting your overtime requirements. |
PEC-WFM/Current/Supervisor/PblshExtrFrcsts | Use a wizard to transfer unpublished forecast scenarios to Master Forecasts, or to extract Master Forecast information to forecast scenarios. |
PEC-WFM/Current/Supervisor/PblshgExtrSchd | Use a wizard to transfer unpublished (or previously-published) schedule scenarios to the Master Schedule, or to extract Master Schedule information to schedule scenarios. |
PEC-WFM/Current/Supervisor/PerformanceMdl | Learn how to display performance statistics for business units, sites, and activities.
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PEC-WFM/Current/Supervisor/PlcsRprt | Use the Policies Reports to summarize data about policy objects. |
PEC-WFM/Current/Supervisor/PolcsMdl | Use Policy objects to configure the rules that govern the work schedules of contact-center agents. WFM considers these rules (defined as policies for each site) when making forecasts and setting up schedules. |
PEC-WFM/Current/Supervisor/PrfmAlrtsVw | This topic describes how to configure visual alert notifications for unacceptable performance. |
PEC-WFM/Current/Supervisor/PrfmIntrDyVw | View WFM performance statistics in both summarized and detailed displays in a grid. |
PEC-WFM/Current/Supervisor/PrfmMntrVw | Use this view to monitor each performance statistic, displayed in a horizontal bar graph and based on the most recent timestep. |
PEC-WFM/Current/Supervisor/PrfmncRprts | Use the Performance Reports to summarize site performance measures in tabular and/or graph formats. |
PEC-WFM/Current/Supervisor/ReportingMdl | View and generate a variety of WFM reports. |
PEC-WFM/Current/Supervisor/RolPrvlgsOvrw | Assign role privileges to users, enabling them to perform various actions or tasks in WFM modules and views. |
PEC-WFM/Current/Supervisor/RPPrp | Configure properties and other settings in rotating weekly patterns. Rotating patterns consist of rotating work weeks, work days, work hours, and/or work activities. |
PEC-WFM/Current/Supervisor/RprtsSchdlr | Use Report Scheduler to schedule reports and then, view and edit those schedules. |
PEC-WFM/Current/Supervisor/RptsLst | Please let |
PEC-WFM/Current/Supervisor/RqdStffgWiz | Define required staffing values in forecast scenario by using the wizard. |
PEC-WFM/Current/Supervisor/RtgPtrns | Create and manage rotating weekly patterns. Rotating patterns consist of rotating work weeks, working days, working hours, and/or work activities. |
PEC-WFM/Current/Supervisor/RvwBtchRqt | Find out how to view and what kind of information you'll find in the Review Batch Requests and Review Calendar Messages dialogs. |
PEC-WFM/Current/Supervisor/RvwgMsgs | |
PEC-WFM/Current/Supervisor/SchdBdgtRprt | Configure these reports to display data related to agents daily pay and agent comments in the schedule.
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PEC-WFM/Current/Supervisor/SchdBldWzd | Use the wizard to build schedules for selected sites, based on selected forecast scenarios that include all activities and agents defined for those sites. |
PEC-WFM/Current/Supervisor/SchdFltrDlgBx | |
PEC-WFM/Current/Supervisor/SchdlScns | Learn about the different views within the Scenarios view and the type of data you'll find in each of them. Then, open and manage new and existing schedule scenarios. |
PEC-WFM/Current/Supervisor/SchdlVldn | View and manage warning and error messages that were generated the last time the schedule was built, validated, or rebuilt. |
PEC-WFM/Current/Supervisor/SchdRBWzdInrDy | Use the wizard to rebuild an Intra-Day schedule for multiple days (selected dates or a date range) for a site, team, or an agent. |
PEC-WFM/Current/Supervisor/SchdTrdRprt | Configure these reports to display schedule trade and schedule bidding data. |
PEC-WFM/Current/Supervisor/SchdVldnRprt | Configure these reports to display schedule validation warning messages and schedule summary data. |
PEC-WFM/Current/Supervisor/SchedBdg | Learn how to create schedule bidding scenarios that contain no agent names, and distribute those schedules to agents, enabling them to rank and bid on their most desired and least desired schedules. |
PEC-WFM/Current/Supervisor/SchedRBWiz | Use the wizard to change the agents, teams, and/or dates in built schedules. |
PEC-WFM/Current/Supervisor/ScheduleMdl | Get an overview of WFM scheduling, including access security, scheduling tasks, using profiles, using schedule scenarios and master schedules, and dealing with schedule changes. |
PEC-WFM/Current/Supervisor/SchMrkTmRprt | Configure these reports to display data related to Marked Time for enterprises, business units, sites, teams, or agents. WFM uses Marked Time to identify and track periods of time that are not already accounted for. For more information, see Marked Time. |
PEC-WFM/Current/Supervisor/SchRprts | View and generate a variety of WFM Schedule reports. |
PEC-WFM/Current/Supervisor/SchStGrps | Learn about Schedule State Groups, schedule states, and Genesys states. |
PEC-WFM/Current/Supervisor/SchStsRprt | Configure these reports to display the Schedule states data from schedule scenarios or Master Schedules for teams or agents. |
PEC-WFM/Current/Supervisor/ScnAgntExtdVw | View and edit a single agent's schedule for a week or for the schedule planning period. |
PEC-WFM/Current/Supervisor/ScnCvrgVw | Compare a schedule's staffing coverage with the forecast (calculated and required) staffing data. |
PEC-WFM/Current/Supervisor/ScnGrphsVw | Configure the settings to display selected forecast scenarios data in a line graph. |
PEC-WFM/Current/Supervisor/ScnIntrDyVw | Manage schedule details for agents and profiles, for a selected scenario on a specific day. |
PEC-WFM/Current/Supervisor/ScnPrflsBdgVw | Assign agents to schedules that you created by using profiles. |
PEC-WFM/Current/Supervisor/ScnStffgVw | Edit calculated and required staffing in selected Forecast scenarios. |
PEC-WFM/Current/Supervisor/ScnStGrpTls | Display the coverage statistics for every timestep in a selected day. |
PEC-WFM/Current/Supervisor/ScnSummVw | Open the view to display a summary of statistics about the current schedule scenario.
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PEC-WFM/Current/Supervisor/ScnWklyVw | Open the view to display a summary table of total paid hours, working start/end times, or shift names. |
PEC-WFM/Current/Supervisor/Shfts | Create and manage shifts that define basic workday parameters. |
PEC-WFM/Current/Supervisor/ShrdTrsp | Create and manage shared transport. |
PEC-WFM/Current/Supervisor/SIEdtCmtsDBx | |
PEC-WFM/Current/Supervisor/SIOtpnsDBx | Configure the options for the type of data you want to display in Scenario > Intra-Day schedules. |
PEC-WFM/Current/Supervisor/SIPblshSchWz | Use the wizards and dialogs in the Scenario Intra-Day view to publish/extract schedule data, set the performance target, edit comments and other options, and review messages. |
PEC-WFM/Current/Supervisor/SIPrfmDtaTrgt | Choose a target to see the performance data in the Schedule Intra-Day views. |
PEC-WFM/Current/Supervisor/SIRvMsgSvDBx | |
PEC-WFM/Current/Supervisor/SpvrWndw | Learn how to use the Web for Supervisors controls, icons, modules, and views to customize the GUI display. |
PEC-WFM/Current/Supervisor/Statistics | Learn about the objects, types, and filters in statistics properties, and other optional settings that can be used when adding statistics to activities. |
PEC-WFM/Current/Supervisor/SteStgs | Configure settings for sites that are associated with contracts. |
PEC-WFM/Current/Supervisor/StffgBdgtInfo | This topic describes how to enter the paid hours and wage you want to use in the forecast. |
PEC-WFM/Current/Supervisor/StffgBldWzd | Use the wizard to build forecast staffing data for a single-site or multi-site activity, based on set parameters. |
PEC-WFM/Current/Supervisor/StffgBldWzdMulti | Build staffing data for multiple activities based on default forecasting objectives. |
PEC-WFM/Current/Supervisor/StffgSpltWiz | When staffing forecasts, use the wizard to split a multi-site activity's staffing results between its associated activities. |
PEC-WFM/Current/Supervisor/StsFltrDlgBx | |
PEC-WFM/Current/Supervisor/SwpAgntSchdWz | Use the wizard to swap agents' schedules, when necessary. |
PEC-WFM/Current/Supervisor/Sychrnztn | Configure shift synchronization and learn how it impacts schedule planning periods, contracts, team, and days off. |
PEC-WFM/Current/Supervisor/TmOffRls | Learn how to use time-off rules to control how agents' time-off hours are accrued and awarded, and define options for time-off requests. |
PEC-WFM/Current/Supervisor/TmOffTyps | Configure and manage multiple time-off types. |
PEC-WFM/Current/Supervisor/TOBdgPrds | Get an overview of how WFM automates time-off bidding requests and assignments, and learn how to configure time-off bidding periods. |
PEC-WFM/Current/Supervisor/TradingMdl | Understand the criteria for the schedule trade proposals included in the list of Trades. |
PEC-WFM/Current/Supervisor/TskSqnc | Use task sequences to enable agents to work only on a specified set of tasks, and use shift sequences to configure and manage shift items, such as meals and breaks. |
PEC-WFM/Current/Supervisor/VlmBldWiz | Use the wizard to build volume data for one or more selected activities in forecast scenarios. |
PEC-WFM/Current/Supervisor/VlmSpltWiz | Use the wizard to split volumes in forecast scenarios for multi-site activities. |
PEC-WFM/Current/Supervisor/WhtIfWndw | Analyze how changes in statistics affect other factors by using what-If scenarios. |
PEC-WFM/Current/Supervisor/WklySchdRprt | Configure these reports to display the weekly schedule data for agents, activity staffing, teams , and coverage. |
PEC-WFM/Current/SupervisorHelp | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
PEC-WFM/Current/SupervisorHelp/CmnCntrls | Learn about the controls that are commonly used throughout the views in the WFM Supervisor application. |
PEC-WFM/Current/SupervisorHelp/ForecastMdl | Find out what's in the Forecast menu and sub menus, and learn how to work with forecasts and historical data. |
PEC-WFM/Current/SupervisorHelp/FrcstCmnTsks | Find out which common tasks can be completed in more than one Forecasting view. |
PEC-WFM/Current/SupervisorHelp/FrcstScn | Learn how to perform all of the basic tasks to help you manage forecast scenarios. |
PEC-WFM/Current/SupervisorHelp/FrcstScnShrkg | Learn about the types of data you'll find in the Shrinkage grid, how to navigate it, and customize it. |
PEC-WFM/Current/SupervisorHelp/FrcstTmpl | Learn when and how to use different template types and understand the template data. |
PEC-WFM/Current/SupervisorHelp/FrcstVlmsVw | Learn about the types of data you'll find in the Volumes grid, how to navigate it, and customize it. |
PEC-WFM/Current/SupervisorHelp/GetStrt | Learn about the basic features in WFM before you begin making forecast predictions. . |
PEC-WFM/Current/SupervisorHelp/LogIn | Learn how to log in and switch between the classic Supervisors UI and the latest Forecast UI, and what you can change in user settings. |
PEC-WFM/Current/SupervisorHelp/MngOvrlys | Create and manage overlays and overlay events. |
PEC-WFM/Current/SupervisorHelp/MngShrkg | Manage the shrinkage data for activities in forecast scenarios, in some cases by applying templates. |
PEC-WFM/Current/SupervisorHelp/MngTmpls | Learn how use forecast templates to create forecasts for sites or business units that have little or no historical data. |
PEC-WFM/Current/SupervisorHelp/MstrFrcstVws | Learn how to use the settings and understand and manage the data, and find events in the Master Forecast views. |
PEC-WFM/Current/SupervisorHelp/Overlays | Learn how overlays impact forecast predictions, and understand overlay properties and data. |
PEC-WFM/Current/SupervisorHelp/PerformanceMdl | Learn how to display performance statistics for business units, sites, and activities. |
PEC-WFM/Current/SupervisorHelp/PrfmAlrtsVw | This topic describes how to configure visual alert notifications for unacceptable performance. |
PEC-WFM/Current/SupervisorHelp/PrfmIntrDyVw | Use the Intra-Day view to display performance statistics (both summarized and detailed) in a grid. |
PEC-WFM/Current/SupervisorHelp/PrfmMntrVw | Use the Monitor view to display performance statistics for the most recently completed timsetep. |
PEC-WFM/Current/SupervisorHelp/RqdStffgWiz | Set the required staffing values and learn how to split multi-site activities staffing data between its associated activities. |
PEC-WFM/Current/SupervisorHelp/ScnStffgVw | Learn about the types of data you'll find in the Staffing grid, how to navigate it, and customize it. |
PEC-WFM/Current/SupervisorHelp/StffgBldMult | Build staffing data for multiple activities based on default forecasting objectives. |
PEC-WFM/Current/SupervisorHelp/StffgBldWzd | Build staffing data, by defining the number of agents in forecast scenarios. |
PEC-WFM/Current/SupervisorHelp/VlmBldWiz | Set parameters that will be used to build volumes data in forecast scenarios for one or multiple activities. |
PEC-WFM/Current/SupervisorHelp/VlmSpltWiz | Set parameters in the forecast scenarios properties to adjust and split the volumes data. |
PEC-WFM/Current/SupervisorHelp/WhtIfWndw | Analyze how changes in statistics affect other factors by using what-If scenarios. |
PEC-WFM/Deprecation-Agent (Classic) UI | |
PEC-WFM/Deprecation-AI Forecasting | |
PEC-WFM/GFrcstg | Seamlessly create optimal forecasts, based on real-time or historical data on-premises and Cloud platforms. |
PEC-WFM/HIW | Workforce Management (WFM) provides the tools that enable contact center managers to better manage their workforce, by creating accurate staffing plans that account for projected contact volumes and average handle times, and the various agent skills and skill levels. Managers achieve these goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities. |
PEC-WFM/PECAIPwrd | Through integration, access this service hosted in the Genesys Cloud CX platform. |
PEC-WFM/ProductAlerts | See the latest alerts and other important product information related to Workforce Management. |
PEC-WFM/WcagWFM | Learn how Workforce Management Web for Agents aligns with the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA. |
PrivateEdition/Current/Operations | Learn how to use your own logging and monitoring tools to maintain optimal performance of Genesys Multicloud CX private edition services. |
PrivateEdition/Current/Operations/Alerting | Learn about deploying service alerts. |
PrivateEdition/Current/Operations/EnableMonitoringServicesGKE | Learn how to enable monitoring in GKE Platform for the cluster and your private edition services. |
PrivateEdition/Current/Operations/EnableMonitoringServicesOCP | Learn how to enable monitoring in OpenShift Container Platform for the cluster and your private edition services. |
PrivateEdition/Current/Operations/Grafana configuration | Learn about how to use Grafana to set up a monitoring solution for your services. |
PrivateEdition/Current/Operations/Logging approaches | Learn about the structured, unstructured, and Sidecar logging methods that Genesys Multicloud CX private edition services use. |
PrivateEdition/Current/Operations/Monitoring Approach | Learn about the types of metrics, and the monitoring approach for your Genesys Multicloud CX services that are used in private edition. |
PrivateEdition/Current/Operations/MonitoringDashboardsAPI | Learn about Cloud Monitoring API used to create dashboards, update existing dashboards or delete dashboards. |
PrivateEdition/Current/Operations/MonitoringServices | Learn how to set up monitoring for the cluster and your private edition services. |
PrivateEdition/Current/Operations/RWXlogging | Learn about the legacy logging method of writing logs to an RWX storage such as NFS or NAS server. |
PrivateEdition/Current/Operations/Sample Kibana queries | Sample Kibana queries to find logs |
PrivateEdition/Current/Operations/Sample Log Explorer queries | Learn about the interface for analyzing logs data - the Logs Explorer, and take a look at some sample Logs Explorer queries to find logs. |
PrivateEdition/Current/Operations/Sample Prometheus queries | Sample Prometheus queries to collect metrics. |
PrivateEdition/Current/Operations/Sidecar logging | Learn about the Sidecar processing of the structured logging to Stdout/Stderr that is available as an option for private edition services. |
PrivateEdition/Current/Operations/Structured logging | A secondary method of logging required for standard stdout/stderr structured logging. |
PrivateEdition/Current/Operations/Summary of monitoring support | Find information about enabling monitoring for your respective services. |
PrivateEdition/Current/Operations/SystemMetrics | Find useful metrics provided by Kubernetes and other system resources to monitor the status and performance of the cluster and nodes. |
PrivateEdition/Current/PEGuide | This guide provides general information covering what you need to know about setting up Genesys Multicloud CX private edition in your environment. |
PrivateEdition/Current/PEGuide/Architecture | Understand the architecture and components of Genesys Multicloud CX private edition; the supported third-party back-end services; and how they all work together in both single- and multi-region deployments. |
PrivateEdition/Current/PEGuide/CISInstallation | Learn how to install the F5 Container Ingress Services (CIS) on an OpenShift/Kubernetes cluster, as part of SBC integration with the private edition deployment on OpenShift. |
PrivateEdition/Current/PEGuide/ConfigLog | Provides an overview of logging architecture in Genesys Multicloud CX private edition, different types of logging mechanisms, and related configurations. |
PrivateEdition/Current/PEGuide/ConfigMonitor | Provides an overview of monitoring architecture in Genesys Multicloud CX private edition, different metrics collected, and related configurations. |
PrivateEdition/Current/PEGuide/ConfigNamespace | Recommendations in creating namespaces for Genesys Multicloud CX services deployment. |
PrivateEdition/Current/PEGuide/ConfigNetwork | Describes the network settings required for Kubernetes clusters in Genesys Multicloud CX private edition. For more information about networking outside Kubernetes clusters, see Networking overview. |
PrivateEdition/Current/PEGuide/ConfigSecurity | Learn how OpenShift uses security context constraints (SCCs) to control pod permissions and how you can use arbitrary user IDs (UIDs) to enhance security against permissions escalation in the OpenShift environment. For general information on private edition security, see the security overview. |
PrivateEdition/Current/PEGuide/ConfigVXLAN | Learn how you can set up VXLAN tunnels, which is the first step in SBC integration with the Genesys Multicloud CX private edition deployment on OpenShift. |
PrivateEdition/Current/PEGuide/ContDepOrder | Learn about the order you must follow to deploy Genesys Multicloud CX services. |
PrivateEdition/Current/PEGuide/DepTour | Provides an overview of the overall deployment process. |
PrivateEdition/Current/PEGuide/F5BIG-IPforOpenShiftOverview | Learn about F5 BIG-IP, which is the recommended solution to integrate SBCs with the Genesys Multicloud CX private edition deployments on OpenShift. |
PrivateEdition/Current/PEGuide/F5SIP-ALGConfig | Learn how to configure F5 SIP-ALG as the final step in SBC integration with the private edition deployment on OpenShift. |
PrivateEdition/Current/PEGuide/GEServices | List of private edition services and their microservices. |
PrivateEdition/Current/PEGuide/HADR | High availability (HA) and disaster recovery (DR) are two important factors in establishing a resilient infrastructure. This article describes the two supported architecture types for HA and DR, as well as the HA and DR modes supported by the private edition services. |
PrivateEdition/Current/PEGuide/HelmOverrides | Override values passed into the Helm chart through the Values.yaml file. |
PrivateEdition/Current/PEGuide/HelmVersion | Learn the differences between Genesys Multicloud CX service version and a Helm Chart version. |
PrivateEdition/Current/PEGuide/ManageServices | Genesys Multicloud CX containers are accessible through JFrog. You can also automate downloads to set up a Continuous Delivery (CD) pipeline. |
PrivateEdition/Current/PEGuide/NetworkOverview | Learn about the network access types for voice and data traffic, and the network elements involved in their architecture. For Kubernetes cluster related network settings, see Network settings. |
PrivateEdition/Current/PEGuide/OCR | Instructions to set up an OpenShift Container Registry in your environment. |
PrivateEdition/Current/PEGuide/Overview | Learn about the Genesys Multicloud CX private edition offering and its key features. |
PrivateEdition/Current/PEGuide/Ports | Provides information on the ports required for different services. Also provides the communication protocols supported between Genesys Multicloud CX services and between Genesys Multicloud CX services and other external systems in the cloud private edition infrastructure. |
PrivateEdition/Current/PEGuide/Prerequisites | Prerequisite software and third-party dependencies required for the Genesys Multicloud CX private edition environment. |
PrivateEdition/Current/PEGuide/PublicRepoLinks | This topic provides a list of links referenced in our public repository. They contain useful technical reference information that supplements the content in our private edition documents. There are also links to private edition-related announcements and a roadmap that indicates work items that are being currently worked on. |
PrivateEdition/Current/PEGuide/Responsibilities | Learn about the division of responsibilities between Genesys and your organization in deploying Genesys Multicloud CX private edition. |
PrivateEdition/Current/PEGuide/RollBack | Rolling back a Genesys Multicloud CX service to a previous release. |
PrivateEdition/Current/PEGuide/SBCIntegration | This topic provides links to technical reference information on SBC integration, available in our public repositories. And also links to other OpenShift specific SBC integration content available in this guide. |
PrivateEdition/Current/PEGuide/SecurityOverview | Learn about general security considerations involved in deploying Genesys Multicloud CX private edition. |
PrivateEdition/Current/PEGuide/ServicePriorities | Learn about service priorities of Genesys Multicloud CX Services. |
PrivateEdition/Current/PEGuide/SetCICDPipeline | Provides recommendations on setting up a Continuous Deployment (CD) pipeline in a your cloud private edition infrastructure for automated deployments. |
PrivateEdition/Current/PEGuide/StorageReq | Provides information about different storage types required for Genesys Multicloud CX services. |
PrivateEdition/Current/PEGuide/Uninstall | Information on how to uninstall your service. |
PrivateEdition/Current/PEGuide/UpgOverview | Provides an overview of Genesys Multicloud CX services upgrade. |
PrivateEdition/Current/PEGuide/UpgradProcess | Provides at a glance view of the processes involved in upgrading a Genesys Multicloud CX service. |
PrivateEdition/Current/PEGuide/UpgradStrats | Talks about different Upgrade strategies supported by Genesys Multicloud CX services. |
PrivateEdition/Current/PEGuide/VoiceConnectivity | Learn about the private edition services involved in handling SIP and RTP traffic, including their connections within and outside the private edition deployment. |
PrivateEdition/Current/TenantPEGuide | Find links to all the topics in this guide. |
PrivateEdition/Current/TenantPEGuide/Architecture | Learn about the Tenant Service architecture. |
PrivateEdition/Current/TenantPEGuide/ArchitectureMain | Learn about the architeture for this service.No results architecture |
PrivateEdition/Current/TenantPEGuide/Configure | Learn how to configure the Tenant Service. |
PrivateEdition/Current/TenantPEGuide/Deploy | Learn how to deploy Tenant Service into a private edition environment. |
PrivateEdition/Current/TenantPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
PrivateEdition/Current/TenantPEGuide/Observability | |
PrivateEdition/Current/TenantPEGuide/Overview | Learn about the Tenant Service and how it works in Genesys Multicloud CX private edition. |
PrivateEdition/Current/TenantPEGuide/Planning | Find out what to do before deploying the Tenant Service. |
PrivateEdition/Current/TenantPEGuide/Provision | Learn how to provision the Tenant Service. |
PrivateEdition/Current/TenantPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Tenant Service. |
PrivateEdition/Current/TenantPEGuide/VoiceTenantServiceMetrics | |
QNA/Current/User | Learn how to write better FAQs |
QNA/Current/User/writegoodFAQ | Shows how to write questions and answers that Knowledge Search Service can understand, so it can give your customers the answers they need. |
ReleaseNotes/Current/GenesysEngage-cloud | These Release Notes provide information about recent releases of Genesys Multicloud CX services, starting with March 31, 2021. Click the Release Date next to a particular service name to see detailed information for that release. The release date indicates the earliest date when a service release might be available in your environments. Some updates might not apply to all environments. For information about releases prior to March 31, 2021 and for a list of known issues and limitations, see previous Genesys Multicloud CX Release Notes. |
ReleaseNotes/Current/GenesysEngage-cloud/Agent Desktop | |
ReleaseNotes/Current/GenesysEngage-cloud/Agent Setup | |
ReleaseNotes/Current/GenesysEngage-cloud/AgentDesktopHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/APIs | |
ReleaseNotes/Current/GenesysEngage-cloud/Authentication | |
ReleaseNotes/Current/GenesysEngage-cloud/AuthenticationHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Callback | |
ReleaseNotes/Current/GenesysEngage-cloud/CallbackHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/CX Contact | |
ReleaseNotes/Current/GenesysEngage-cloud/CX ContactHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Designer | |
ReleaseNotes/Current/GenesysEngage-cloud/DesignerHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Digital Channels | |
ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Email | |
ReleaseNotes/Current/GenesysEngage-cloud/EmailHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/EventStream | |
ReleaseNotes/Current/GenesysEngage-cloud/EventStreamHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/GCXI | |
ReleaseNotes/Current/GenesysEngage-cloud/GCXIHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Genesys Portal | |
ReleaseNotes/Current/GenesysEngage-cloud/Genesys Pulse | |
ReleaseNotes/Current/GenesysEngage-cloud/Genesys PulseHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Genesys Widgets | |
ReleaseNotes/Current/GenesysEngage-cloud/GenesysSoftphone | |
ReleaseNotes/Current/GenesysEngage-cloud/GIM | |
ReleaseNotes/Current/GenesysEngage-cloud/GIMHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/GVP | |
ReleaseNotes/Current/GenesysEngage-cloud/GVPHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/GWS | |
ReleaseNotes/Current/GenesysEngage-cloud/GWSHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/Hosted | These Release Notes provide information about recent releases of Genesys Multicloud CX services, starting with March 31, 2021. Click the Release Date next to a particular service name to see detailed information for that release. The release date indicates the earliest date when a service release might be available in your environments. Some updates might not apply to all environments. |
ReleaseNotes/Current/GenesysEngage-cloud/Intelligent Workload Distribution | |
ReleaseNotes/Current/GenesysEngage-cloud/Intelligent Workload DistributionHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/InteractionServer | |
ReleaseNotes/Current/GenesysEngage-cloud/InteractionServerHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/PrivateEdition | These Release Notes provide information about recent releases of Genesys Multicloud CX services, starting with March 31, 2021. Click the Release Date next to a particular service name to see detailed information for that release. The release date indicates the earliest date when a service release might be available in your environments. Some updates might not apply to all environments. |
ReleaseNotes/Current/GenesysEngage-cloud/Recording | |
ReleaseNotes/Current/GenesysEngage-cloud/RecordingBackup | |
ReleaseNotes/Current/GenesysEngage-cloud/ReportingAnalytics | |
ReleaseNotes/Current/GenesysEngage-cloud/ReportingAnalyticsHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/ScreenRecording | |
ReleaseNotes/Current/GenesysEngage-cloud/Telemetry | |
ReleaseNotes/Current/GenesysEngage-cloud/TelemetryHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/UCS | |
ReleaseNotes/Current/GenesysEngage-cloud/UCSHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff | Because the structure for Genesys Multicloud CX helm charts and containers are consistent and standardized, you can use established third-party software to quickly generate a visual diff that provides a detailed report of changes made between each release. This appendix details how to use one such tool to generate a full report of changes; other similar tools are available if these results don't meet your specific requirements. |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceAgentStateService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceCallStateService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceConfigService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceDialPlanService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceFrontEndService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceMicroservices | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceMicroservicesHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceOrchestrationService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceRegistrarService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceRQService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceSIPClusterService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceSIPProxyService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceTenantService | |
ReleaseNotes/Current/GenesysEngage-cloud/VoiceVoicemailService | |
ReleaseNotes/Current/GenesysEngage-cloud/WebRTC | |
ReleaseNotes/Current/GenesysEngage-cloud/WebRTCHelm | |
ReleaseNotes/Current/GenesysEngage-cloud/WorkforceManagement | |
RN/CreateRN | Use the form button below to create a new Base Unit RN manually. This is reserved for special cases where access to Multicloud Jira is not available. |
ROU/9.0.0/Deployment | |
ROU/9.0.0/Deployment | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
ROU/9.0.0/Deployment/Deploy | Learn how to deploy Designer as a service in a Kubernetes cluster. |
Solution/ChatSolutions | Genesys Cloud CX and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers. |
Solution/Create-a-chatbot | Create your first chatbot in Genesys Multicloud CX—or configure Genesys Multicloud CX to use a third-party bot |
Solution/DialerSolutions | Summarizes the basic features of Interaction Dialer—the multichannel outbound capability of PureConnect—for business users and others who are just learning about PureConnect Outbound. |
Solution/E911 | Learn how to provision and configure the E911 solution (only on the AWS platform) for Genesys Multicloud CX customers (only in the US and Canada) for whom Genesys provides outbound PSTN services. |
Solution/EngageAutoSolutions | Use AI-powered bots and Genesys Designer to listen to your customers, orchestrating their journeys across all messaging and voice channels. Agent Assist provides realtime transcripts and knowledge in the form of automatic lookup from an FAQ database—at the moment your agent needs them. |
Solution/EngagePredictiveEngagement | This article is a high-level overview of the process to integrate Genesys Predictive Engagement with Genesys Multicloud CX Chat in an on-premises installation. The article includes the list of prerequisite components and the version requirements, as well as links to resources that provide detailed information. |
Solution/GamificationSolutions | nGAGEMENT is a gamification solution that pairs with Genesys Cloud CX to improve employee engagement. |
Solution/GenesysCloudPredictiveEngagementSolutions | Genesys Predictive Engagement integrates with Genesys Cloud CX to provide an AI-powered customer engagement solution that:
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Solution/PredictiveEngagementEngagecloud | This article is a high-level overview of the process to add Genesys Predictive Engagement to a Genesys Multicloud CX contact center. |
Solution/Profile Lookup with Adobe Experience Platform | Learn how to look up a customer's profile in Adobe Experience Platform so that you can display richer contextual data to agents. |
STRMS/Current/Admin | |
STRMS/Current/Admin/Architecture | Learn about the high-level architecture of Event Stream. |
STRMS/Current/Admin/ConfigureEndpoints | Learn how to configure endpoints with Event Stream |
STRMS/Current/Admin/Overview | Event Stream is a microservice that runs on the Genesys Multicloud CX platform. |
STRMS/Current/Admin/UsingSensitiveData | Learn to configure how to protect sensitive data within events |
STRMS/Current/STRMSPEGuide | Find links to all the topics in this guide. |
STRMS/Current/STRMSPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
STRMS/Current/STRMSPEGuide/Configure | Learn how to configure Event Stream. |
STRMS/Current/STRMSPEGuide/Deploy | Learn how to deploy Event Stream into a private edition environment. |
STRMS/Current/STRMSPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
STRMS/Current/STRMSPEGuide/Observability | |
STRMS/Current/STRMSPEGuide/Overview | Learn about Event Stream and how it works in Genesys Multicloud CX private edition. |
STRMS/Current/STRMSPEGuide/Planning | Find out what to do before deploying Event Stream. |
STRMS/Current/STRMSPEGuide/Provision | Learn how to provision Event Stream. |
STRMS/Current/STRMSPEGuide/STRMSMetrics | |
STRMS/Current/STRMSPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Event Stream. |
System/Accessibility feedback | This page provides information on how to provide feedback. |
System/AllContent | Find the content you need for Genesys Multicloud CX and cloud private edition. (On-premises users, find content here.) On this page: |
System/AllDeprecations | |
System/EOL | Provides the End of Life (EOL) statuses for Genesys Multicloud CX and PureConnect suites, products, and components; one table for those on the EOL track. Genesys™ on-premises EOL refers to its products or components that have reached its maturity and entered the retirement phase in their product life cycle for a variety of reasons, such as technology changes.
Important
Download an EOL PDFTo download a PDF of the document, click the link: Download PDF.
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System/EOL PDF | Provides the End of Life (EOL) statuses for Genesys Multicloud CX and PureConnect suites, products, and components; one table for those on the EOL track. Genesys™ on-premises EOL refers to its products or components that have reached its maturity and entered the retirement phase in their product life cycle for a variety of reasons, such as technology changes.
Important
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System/GenEngagecloudsysrqmt | Learn about the requirements for hardware and software. |
System/General Data Protection Regulation | Provides general information about Genesys Multicloud CX support for customer compliance with the General Data Protection Regulation (GDPR). |
System/General security and compliance information | Provides information on general security and compliance information for Genesys Multicloud CX |
System/Generalsecurityoverview | Provides an overview of Genesys Multicloud CX general security |
System/Genesys Multicloud CX support for GDPR | Provides information that is specific to the Genesys Multicloud CX implementation of support for General Data Protection Regulation (GDPR). |
System/Privacypolicy | Outlines Genesys practices for collecting, using, maintaining, protecting and disclosing Customer Data, including Personal Data, through Genesys Multicloud, and what Genesys does with that information. |
System/ReleaseManagement | Genesys Multicloud CX is an enterprise-grade, global Contact Center as a Service (CCaaS) offering that empowers unique customer experiences. As a Genesys Multicloud CX customer, you can expect to receive communications about new releases, changes, and upgrades as summarized in this article. |
System/Security certificates support | Provides information on various industry standard security practices and operational controls. |
System/security use cases | Provides information on security use cases in Genesys Multicloud CX. |
TestSOW | |
TLM/Current/TLMPEGuide | Find links to all the topics in this guide. |
TLM/Current/TLMPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
TLM/Current/TLMPEGuide/Configure | Learn how to configure Telemetry Service. |
TLM/Current/TLMPEGuide/Deploy | Learn how to deploy Telemetry Service into a private edition environment. |
TLM/Current/TLMPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
TLM/Current/TLMPEGuide/Logging | Learn how to store logs for Telemetry Service |
TLM/Current/TLMPEGuide/Metrics | Learn which metrics you should monitor for Telemetry Service and when to sound the alarm. |
TLM/Current/TLMPEGuide/Observability | |
TLM/Current/TLMPEGuide/Overview | Learn about Telemetry Service and how it works in Genesys Multicloud CX private edition. |
TLM/Current/TLMPEGuide/Planning | Find out what to do before deploying Telemetry Service. |
TLM/Current/TLMPEGuide/Ports | Lean about ports used for this service. |
TLM/Current/TLMPEGuide/Provision | Learn how to provision Telemetry Service. |
TLM/Current/TLMPEGuide/TLMMetrics | |
TLM/Current/TLMPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall Telemetry Service. |
UCS/Current/UCSPEGuide | Find links to all the topics in this guide. |
UCS/Current/UCSPEGuide/Architecture | Learn about the architeture for this service.No results architecture |
UCS/Current/UCSPEGuide/Configure | Learn how to configure Universal Contact Service (UCS). |
UCS/Current/UCSPEGuide/Deploy | Learn how to deploy Universal Contact Service (UCS) into a private edition environment. |
UCS/Current/UCSPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
UCS/Current/UCSPEGuide/Logging | Learn how to store logs for Universal Contact Service (UCS). |
UCS/Current/UCSPEGuide/Metrics | Learn which metrics you should monitor for Universal Contact Service (UCS) and when to sound the alarm. |
UCS/Current/UCSPEGuide/Observability | |
UCS/Current/UCSPEGuide/Overview | Learn about Universal Contact Service (UCS) and how it works in Genesys Multicloud CX private edition. |
UCS/Current/UCSPEGuide/Planning | Find out what to do before deploying Universal Contact Service (UCS). |
UCS/Current/UCSPEGuide/Provision | Learn how to provision Universal Contact Service (UCS). |
UCS/Current/UCSPEGuide/UCSMetrics | |
UCS/Current/UCSPEGuide/Upgrade | Learn how to upgrade, roll back, or uninstall UCS. |
UCSales/Current/Admin | Find sales collateral to support Genesys Use Cases, and direct links to the use cases for convenience. |
UCSales/Current/Admin/About | Find sales collateral to support Genesys Use Cases, and direct links to the use cases for convenience. |
UCSales/Current/Admin/Capabilities | Create matrix tables for printing. |
UCSales/Current/Admin/P2PFeedback | Send feedback on this tool - help us improve! Back to the tool |
UCSales/Current/Admin/UCMatrix | Create matrix tables for printing. |
UDM/Current/Admin | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
UDM/Current/Admin/AccessManagement | Learn about the roles required for exporting data using UDM. |
UDM/Current/Admin/CertificatesManagement | Learn how to set up certificates to use UDM. |
UDM/Current/Admin/DataFormats | This page contains information about how the data files for Contact History export jobs are formatted and structured. |
UDM/Current/Admin/ExportDataFiles | From the Export menu, you can review and access your exported data files. |
UDM/Current/Admin/GetStarted | User Data Management (UDM) enables you to securely export and download your contact center data. |
UDM/Current/Admin/Jobs | You can access the Jobs page to set up, modify, and monitor your data export jobs. |
UseCases/Base | Genesys is extremely flexible, which can make it complex to deploy and configure. Genesys Base Cases automate that initial deployment, getting you up and running quickly, with minimal configuration. You can use these cases as-is or as a starting point for more complex deployments. See your Genesys representative for details. |
UseCases/Current/GenesysCloud | Explore all Genesys Cloud CX use cases. See the first tab (All) for a full list of use cases, or filter by product category. |
UseCases/Current/GenesysCloud/Augment | This page lists all Genesys Cloud CX use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer. |
UseCases/Current/GenesysCloud/Benefits | This page helps you find Genesys Cloud CX use cases according to the business benefits that each use case helps you accomplish. |
UseCases/Current/GenesysCloud/Interdependencies | This page lists all Genesys Cloud CX use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with. |
UseCases/Current/GenesysCloud/Interdpendencies | This page lists all Genesys Cloud CX use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them. |
UseCases/Current/GenesysEngage-cloud | Explore all Genesys Mutlicloud CX use cases. See the first tab (All) for a full list of use cases, or filter by product category. |
UseCases/Current/GenesysEngage-cloud/Augment | This page lists all Genesys Multicloud CX use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer. |
UseCases/Current/GenesysEngage-cloud/Benefits | This page helps you find Genesys Multicloud CX use cases according to the business benefits that each use case helps you accomplish. |
UseCases/Current/GenesysEngage-cloud/Interdependencies | This page lists all Genesys MultiCloud CX use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with.. |
UseCases/Current/GenesysEngage-cloud/Interdpendencies | This page lists all Genesys Multicloud CX use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them. |
UseCases/Current/GenesysEngage-onpremises | Explore all Genesys Engage On-Premises use cases. See the first tab (All) for a full list of use cases, or filter by product category. |
UseCases/Current/GenesysEngage-onpremises/Augment | This page lists all Genesys Engage On-Premises use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer. |
UseCases/Current/GenesysEngage-onpremises/Benefits | This page helps you find Genesys Engage on-premises use cases according to the business benefits that each use case helps you accomplish. |
UseCases/Current/GenesysEngage-onpremises/Interdependencies | This page lists all Genesys Engage On-Premises use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with.. |
UseCases/Current/GenesysEngage-onpremises/Interdpendencies | This page lists all Genesys Engage On-Premises use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them. |
UseCases/Current/PureConnect | Explore all PureConnect use cases. See the first tab (All) for a full list of use cases, or filter by product category. |
UseCases/Current/PureConnect/Augment | This page lists all PureConnect use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer. |
UseCases/Current/PureConnect/Benefits | This page helps you find PureConnect use cases according to the business benefits that each use case helps you accomplish. |
UseCases/Current/PureConnect/Interdependencies | This page lists all PureConnect use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with.. |
UseCases/Current/PureConnect/Interdpendencies | This page lists all Genesys PureConnect use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them. |
UseCases/Internal/Admin | |
UseCases/Public/GenesysCloud | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
UseCases/Public/GenesysEngage-cloud | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
UseCases/Public/GenesysEngage-onpremises | |
UseCases/Public/GenesysEngage-onpremises | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
UseCases/Public/PureConnect | Use the table below to find and search for the use case you need. |
UseCases/Training | Learn how to find the use case you need, from across the Genesys platforms. |
VM/Current/VMEventsandModels | Find links to all the topics in this guide. |
VM/Current/VMEventsandModels/AgentStateandDNEvents | Find information about the agent state and DN events that Voice Microservices produce. |
VM/Current/VMEventsandModels/Attributes | Learn about the attributes that make up the events. |
VM/Current/VMEventsandModels/BasicCallModels | This page describes the basic scenarios in which calls arrive in a contact center. |
VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents | Find information about the call handling and transfer/conference events that Voice Microservices produce. |
VM/Current/VMEventsandModels/CallRoutingEvents | Find information about the call routing events that Voice Microservices produce. |
VM/Current/VMEventsandModels/CallTreatmentEvents | Find information about the call treatment events that Voice Microservices produce. |
VM/Current/VMEventsandModels/HandlingUserData | Learn how user data is handled in Voice Microservices. |
VM/Current/VMEventsandModels/HoldTransferConference | Learn about the functions and events related to placing calls on hold, transferring calls, and creating conference calls. |
VM/Current/VMEventsandModels/MonitorCalls | Learn about call monitoring models and flows. |
VM/Current/VMEventsandModels/PredictiveDialing | Learn about call models and flows for predictive dialing. |
VM/Current/VMEventsandModels/ReleaseCalls | Learn about the standard processes by which calls are released. |
VM/Current/VMEventsandModels/Topics | Learn about the topics that Voice Microservices use for event streaming. |
VM/Current/VMEventsandModels/WorkWithQueues | Learn about call models for queues. |
VM/Current/VMPEGuide | Find links to all the topics in this guide. |
VM/Current/VMPEGuide/Architecture | Learn about Voice Microservices architecture. |
VM/Current/VMPEGuide/Architecture1 | Learn about the architeture for this service.No results architecture |
VM/Current/VMPEGuide/ArchitectureCrossRegion | Learn about the architeture for this service.No results - cross-regionarchitecture |
VM/Current/VMPEGuide/Configure | Learn how to configure Voice Microservices. |
VM/Current/VMPEGuide/ConfigureVoicemail | Learn how to configure the Voicemail Service. |
VM/Current/VMPEGuide/Deploy | Learn how to deploy Voice Microservices into a private edition environment. |
VM/Current/VMPEGuide/DeployConsul | Find details about Voice services settings that you must configure in Consul before you proceed to configure the Voice Microservices. Some of the configuration in Consul must be performed when you deploy Consul. |
VM/Current/VMPEGuide/DeployRedis | Register services and endpoints that connect to Redis. |
VM/Current/VMPEGuide/DeployVoicemail | Learn how to deploy Voicemail into a private edition environment. |
VM/Current/VMPEGuide/FeatureSupport | Understand the differences between the Voice Microservices features and functionality and on-premises voice architecture. |
VM/Current/VMPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
VM/Current/VMPEGuide/Observability | |
VM/Current/VMPEGuide/Overview | Learn about Voice Microservices and how it works in Private Edition. |
VM/Current/VMPEGuide/Planning | Find out what to do before deploying Voice Microservices. |
VM/Current/VMPEGuide/PlanningVoicemail | Find out what to do before deploying the Voicemail Service. |
VM/Current/VMPEGuide/Provision | Learn how to provision Voice Microservices. |
VM/Current/VMPEGuide/ProvisionVoicemail | Learn how to provision the Voicemail Service. |
VM/Current/VMPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall Voice Microservices. |
VM/Current/VMPEGuide/UpgradeVoicemail | Learn how to upgrade, rollback or uninstall the Voicemail Service. |
WebRTC/Current/WebRTCPEGuide | Find links to all the topics in this guide. |
WebRTC/Current/WebRTCPEGuide/Architecture | Learn about WebRTC architecture. |
WebRTC/Current/WebRTCPEGuide/Configure | Learn how to configure WebRTC. |
WebRTC/Current/WebRTCPEGuide/Configure Webphone | Learn how to configure Webphone. |
WebRTC/Current/WebRTCPEGuide/ConfigureSoftphone | Configure WebRTC agents with Genesys Softphone in Genesys cloud using Agent Setup. |
WebRTC/Current/WebRTCPEGuide/ConfigureWebphone | Webphone is a Browser-based standalone WebRTC softphone that can be used as the Agent's device separately from WWE wherever VDI (Citrix, VMware) is used. Webphone is similar to Zero footprint that provides the ability to separate voice and signaling traffic. |
WebRTC/Current/WebRTCPEGuide/ConfigureZeroFootprint | Agent does not need a Genesys Softphone as an endpoint for this configuration. But only needs a browser-based WWE, which uses WebRTC capabilities of Chrome, Firefox, and Chromium browsers. |
WebRTC/Current/WebRTCPEGuide/Deploy | Learn how to deploy WebRTC Media Service (WebRTC) into a private edition environment. |
WebRTC/Current/WebRTCPEGuide/Deploy Webphone | Learn how to deploy Webphone. |
WebRTC/Current/WebRTCPEGuide/HADR | Find out how this service provides disaster recovery in the event the service goes down. |
WebRTC/Current/WebRTCPEGuide/Logging | Learn how to store logs for WebRTC. |
WebRTC/Current/WebRTCPEGuide/Metrics | Learn which metrics you should monitor for WebRTC and when to sound the alarm. |
WebRTC/Current/WebRTCPEGuide/Observability | |
WebRTC/Current/WebRTCPEGuide/Overview | Learn about WebRTC and how it works in Genesys Multicloud CX private edition. |
WebRTC/Current/WebRTCPEGuide/Planning | Find out what to do before deploying WebRTC. |
WebRTC/Current/WebRTCPEGuide/Provision | WebRTC does not require tenant provisioning. |
WebRTC/Current/WebRTCPEGuide/Upgrade | Learn how to upgrade, rollback or uninstall WebRTC. |
WID/Current/Developer | The Genesys Widgets Developer's Guide covers how to get started with Widgets. |
WID/Current/Developer/Accessibility | Learn how Widgets aligns with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. |
WID/Current/Developer/GWCConfig | Learn how to configure widgets and services. |
WID/Current/Developer/GWCCookies | Learn which session cookies are used by Genesys Widgets to restore chat sessions, track the state of the UI, store a customer's decisions, and more. |
WID/Current/Developer/GWCCustomize | Use themes to change the appearance of Genesys Widgets. Themes allow you to apply colors and fonts to all of your widgets in a single operation. |
WID/Current/Developer/GWCDeployment | This guide provides the steps required to instrument your website with Genesys Widgets. |
WID/Current/Developer/GWCInternat | Localize your Genesys Widgets user messages and prompts by creating and hosting a Language Pack that Genesys Widgets can access. |
WID/Current/Developer/GWCSupportedBrowsers | Genesys has tested the following desktop and mobile browsers. |
WID/Current/Developer/Rich Media | WebChat can display rich messages, which enable a more interactive digital experience with your customers. Quick replies help your customers quickly respond without having to type. |
WID/Current/GCAPI | |
WID/Current/GCAPI | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
WID/Current/GCAPI/App | Learn how to control your widgets. |
WID/Current/GCAPI/Building Extensions | Learn how to create your own plugins and widgets. |
WID/Current/GCAPI/CallUs | Learn how to display an overlay screen showing one or more phone numbers for customer service, as well as the hours that this service is available in Genesys Cloud CX. |
WID/Current/GCAPI/ChannelSelector | Learn how to provide your customers with a configurable list of channels as an entry point for contacting customer service in Genesys Cloud CX. |
WID/Current/GCAPI/Common | Learn how to access Widgets utility functions and dynamically generate the common HTML containers used throughout Genesys Widgets. |
WID/Current/GCAPI/Console | Learn how to debug commands and events on the widget bus. |
WID/Current/GCAPI/Engage | Learn how to use the Genesys Multicloud CX plugin to integrate any Engage solution with Genesys Widgets. |
WID/Current/GCAPI/Overlay | Learn how to use an overlay window control that widgets can inject their UI into. |
WID/Current/GCAPI/SideBar | Learn about the Sidebar widget, which customers use to launch other widgets with a single click. |
WID/Current/GCAPI/Toaster | Learn how to use a toast view control into which widgets can inject their UI. |
WID/Current/GCAPI/Using CXBus | Learn about the bus that all widgets components are built on. |
WID/Current/GCAPI/WebChat | Learn how to enable live chats between customers and agents in Genesys Cloud CX. |
WID/Current/GCAPI/WebChatService | Learn how to use Genesys chat services in Genesys Cloud CX. |
WID/Current/GCAPI/WindowManager | Learn how to use the WindowManager plugin, which provides a controller for several different types of window groups in Genesys Cloud CX. |
WID/Current/GCDeveloper | |
WID/Current/GCDeveloper | Search the table of all articles in this guide, listed in alphabetical order, to find the article you need. |
WID/Current/GCDeveloper/Accessibility | Learn how Widgets aligns with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. |
WID/Current/GCDeveloper/Branding | Use themes to change the appearance of Genesys Widgets. Themes allow you to apply colors and fonts to all of your widgets in a single operation. |
WID/Current/GCDeveloper/Cookies | Learn which session cookies are used by Widgets in Genesys Cloud CX to restore chat sessions, track the state of the UI, store a customer's decisions, and more. |
WID/Current/GCDeveloper/Localization | Localize your Genesys Widgets user messages and prompts by creating and hosting a Language Pack that Genesys Widgets can access. |
WID/Current/GCDeveloper/Supported browsers | Genesys has tested the following desktop and mobile browsers. |
WID/Current/SDK | The Widgets API Reference covers all of the commands and events for each widget, and covers how to configure and localize each one. |
WID/Current/SDK/App-combined | Learn how to control your widgets. |
WID/Current/SDK/Calendar-combined | Learn how to display a calendar, so your customers can choose when they want to be contacted. |
WID/Current/SDK/Callback-combined | Learn how to use the Callback Widget to fetch user details. |
WID/Current/SDK/CallbackService-combined | Learn how to use CallbackService to schedule a callback with customer service. |
WID/Current/SDK/CallUs-combined | Learn how to display an overlay screen showing one or more phone numbers for customer service, as well as the hours that this service is available. |
WID/Current/SDK/ChannelSelector-combined | Learn how to provide your customers with a configurable list of channels as an entry point for contacting customer service. |
WID/Current/SDK/Common | Learn how to access Widgets utility functions and dynamically generate the common HTML containers used throughout Genesys Widgets. |
WID/Current/SDK/Console-combined | Learn how to debug commands and events on the widget bus. |
WID/Current/SDK/Engagement-combined | Learn how to use the Genesys Multicloud CX plugin to integrate any Engage solution with Genesys Widgets. |
WID/Current/SDK/GWCBusAPIOverview | Learn about the bus that all widgets components are built on. |
WID/Current/SDK/GWCBusExtensions | Learn how to create your own plugins and widgets. |
WID/Current/SDK/Overlay-combined | Learn how to use an overlay window control that widgets can inject their UI into. |
WID/Current/SDK/SideBar-combined | Learn about the Sidebar widget, which customers use to launch other widgets with a single click. |
WID/Current/SDK/StatsService-combined | Learn how to fetch estimated wait time (EWT) details for a channel. |
WID/Current/SDK/Toaster-combined | Learn how to use a toast view control into which widgets can inject their UI. |
WID/Current/SDK/WebChat-combined | Learn how to enable live chats between customers and agents. |
WID/Current/SDK/WebChatService-combined | Learn how to use Genesys chat services. |
WID/Current/SDK/Widgets videos | This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Genesys Widgets. |
WID/Current/SDK/WindowManager-combined | Learn how to use the WindowManager plugin, which provides a controller for several different types of window group. |
WID/GC-overview | Explore the basics of Genesys Widgets for Genesys Cloud CX. |
WID/GEC-callback | Discover the features and benefits of using the Callback Widget. |
WID/GEC-webchat | Discover the benefits and features of using chat on your website to communicate with customers. |
WID/HIW | Genesys Widgets relies on certain technologies in order to function. This article describes the requirements for widget implementation. |